Technical Support Analyst (local, hybrid) (Q4 2023)

Do you enjoy making the complex simple? Are you motivated by delighting customers and representing a team? Can you track your work and keep your promises?

Heuristic Solutions is looking for an extraordinary Technical Support Analyst to join our Customer Support team. Technical Support Analysts field complex support requests about our credentialing management system, LearningBuilder. When a customer doesn't know why something is happening, or wants the system to something new, they reach out to our Support Team to have their needs met.

Support Analysts handle the more complex questions that come through the queue, such as integration failures, business process ambiguities, and unexpected system behaviors. As a Support Analyst, you will do more than just troubleshoot: you will formulate a comprehensive understanding of what the customer believes is the correct system behavior and craft a plan to meet that need. You will need to think critically, write well, diagram a business process, and develop test cases to ensure the configuration you perform will lead to the desired outcome. Some of your tasks can be accomplished in hours. Others will become relatively short-term projects (2 - 3 weeks). This position is mostly intended to handle unplanned work, but as you grow in your knowledge of the system, you will likely take ownership over increasingly complex work that needs planning. This a great position for someone who loves to help others, is great at technical troubleshooting, and wants to work with a team of high functioning software professionals. There are many opportunities for growth in the organization that start with a strong background in technical support.

Who you are

Good Support Analysts share some common characteristics:

• You solve problems. You are the person your friends, family, and co-workers seek out when they can't figure out why their phone, PC, or microwave isn't doing what they thought it was supposed to do.
• You learn quickly. You take in information like a sponge. You "get" things before other people. You grasp what people are saying even if they aren't saying it quite right. You internalize information quickly so you can reflect it back to your collaborators efficiently. You're the one who sees the patterns and can help others see them, too
• You hunger for the "why"? You know that the more you understand the reasons behind decisions, the better you can help. You help others make decisions by helping them grapple with inconsistencies and details they hadn't thought of.
• You express yourself efficiently and clearly. Once you know it, you write it down or draw it out so others can follow along. You get to your first draft with unreasonable speed. You then go back and polish to get rid of the rough edges.
• You use tools in real time to accelerate shared understanding. You can modify a workflow diagram while talking to a customer. You can take meeting notes in real time so everyone sees their decisions in black and white.
• You are supremely well organized. You know what you have to accomplish and you give yourself the space to do things right. You know how to negotiate a new request with a smile so it gets done when it needs to get done. You rarely work late or on week-ends. You've set realistic expectations for when things will get done and given yourself buffer for the unexpected. People count on you to keep your promises.
• You love working with people. You build relationships with people to get things done. You aren't afraid to ask questions of senior people when you get stuck. You love helping more junior people think through how to do better. Clients know you will find a way to help.
• You are a life-long learner. You have sources and sites that guide you to be a better professional. You love to read and are always looking for how others are doing things better.

What you'll do

As a Support Analyst, you will perform the following tasks:

Technical Support

• Provide exceptional customer support via phone, email, and chat
• Diagnose and troubleshoot issues with the LearningBuilder system and provide solutions to customers
• Configure and test applications, workflows, and reports in LearningBuilder to meet requirements

Systems Analysis

• Document customer requirements using workflow diagrams, user stories, and other tools of the trade to achieve consensus about what a customer wants to accomplish.
• Design, develop, and deliver reports that show systematic characteristics of client data that may inform business decisions.
• Develop training materials and teach a customer how to use the system independently.
• Develop test scripts that ensure the work you did meets customer expectations.
• Programming in C# and SQL is helpful but not required.

General Functions

• Work collaboratively with internal teams to resolve customer issues in a timely and effective manner
• Ensure customer satisfaction by meeting or exceeding service level agreements
• Continuously improve processes and procedures to enhance the customer support experience
• Collaborate with other teams, including the Professional Services, Product Development, and DevOps teams.
• Keep up-to-date with the latest software features and updates, and help customers navigate new functionality.
• Provide feedback to the product team on customer requirements and feature requests that arise customer engagement.

Key indicators of success in this role are attention to detail and follow-through, commitment to continual improvement, proven teamwork and communication skills, passion for delighting the customer, and an awareness of when and how to ask for help when you need it.

What we'll accomplish together

We are building a credentialing management system that is changing the way people think about certification, licensure, accreditation, and continuing competence. We are doing more than orchestrating a complex process. We give programs options they hadn't thought of and ways to relate to their community to build relationship. People choose LearningBuilder because we help them build programs that show what a credentialing program can be. To be successful, we need to build a great product, a great team, and a great community of customers.

You will be a LearningBuilder implementer and a LearningBuilder customer. You will influence the direction of the product because you will know your clients' needs and you will know how best to meet them. You will provide clear guidance and requirements to help the Product team build the right product.

We will build a great Team by surrounding you with people who share your values and are harnessed to a common cause. You will bring your vision, skill, and drive to be part of something greater than yourself. You will do your "job" and you'll always be thinking about how we could do something better. You'll look around the field, find empty space, and go there to have an impact.

We will build a great community of customers together as you become a valued resource for your clients. Customers will refer their industry colleagues to you because of how transformative you have been for them. Customers will know you look out for their best interest and will provide unmatched guidance.

About Heuristic Solutions

Heuristic Solutions is a technology consulting firm founded in 1996 and headquartered in Arlington, VA. We are pioneers as we search for new and innovative ways to solve problems; we act intentionally to deliver predictable success; we achieve excellence as a team. We value diversity and seek people that will show up every single day ready to make a fresh contribution.

LearningBuilder is our state-of-the-art credentialing management platform that is used by certification, accreditation, and licensing organizations. Over 1,000,000 licensed and credentialed practitioners use LearningBuilder to manage their credentials. It is a remarkable product supported by a remarkable team.

Come join us!

Requirements

The Customer Support Analyst will need to meet the following requirements:

• Be excited to collaborate with team members in person at our Rosslyn, VA headquarters
• Have at least one other position as a technical support analyst or implementation consultant

We encourage candidates with a Liberal Arts degree to apply.

At this time our recruiting efforts are limited to the Washington Metropolitan region.

Benefits

Compensation: 70-95K plus benefits

Parking / telecommuting reimbursement, 401k contribution, health insurance benefits, paid time off, office dog.