Client Support Analyst II

This is a fully remote position, open to applicants in United States.

📋 Description

• Manages client support cases from initial intake to resolution, adhering to designated scope, service level objectives, and established procedures.

• Performs systematic troubleshooting by collecting context, analyzing data, and validating hypotheses.

• Resolves issues independently within their scope and escalates those requiring further expertise without delay.

• Guarantees that all escalations contain comprehensive documentation, a clear problem statement, and all pertinent supporting data.

• Provides timely updates to clients regarding active outage cases based on Tier 2 information, ensuring affected clients are kept informed and that any critical impacts or concerns are quickly communicated back to Tier 2 for outage management.

• Acts as the client-facing contact for assigned cases, upholding professionalism, clarity, and responsiveness.

• Expected to utilize the most effective communication methods to resolve cases primarily through video calls and messaging within a case.

• Delivers accurate and proactive updates throughout the lifecycle of the case.

• Articulates technical concepts, actions taken, and outcomes in language that is appropriate for the audience.

• Manages client expectations regarding timelines, next steps, and paths to resolution.

• Applies knowledge of the Origami platform, configurations, data models, and integrations to diagnose issues effectively.

• Utilizes SQL or equivalent query tools to investigate and validate data-related issues.

• Employs scripting or markup languages (e.g., JavaScript, XML) as needed to facilitate troubleshooting.

• Maintains awareness of platform changes, releases, and pertinent industry or regulatory considerations.

• Distinguishes between qualified and unqualified incidents (Origami platform errors versus customer-induced issues).

• Supplies clear problem statements, environment/version information, steps to reproduce, impact assessments, and attachments.

• Executes basic platform configurations such as user/role changes, simple form edits, and minor SQL adjustments.

• Collaborates with Technical Account Management and Client Success to resolve issues effectively.

• Communicates client impact and urgency, engages in cross-functional discussions, and handles case transfers.

• Supports high-impact or sensitive cases with sound judgment and composure.

• Produces clear, accurate case documentation that facilitates efficient resolution and downstream work.

• Contributes to internal knowledge resources, troubleshooting guides, and runbooks.

• Identifies recurring issues, trends, or gaps and shares insights with Support Leadership and partner teams.

• Participates in post-incident reviews and continuous improvement initiatives.

• Records hours worked in accordance with Origami's time entry policy.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Engineering, a related technical field, or equivalent practical experience.

• 1+ years of experience in technical customer support or application support roles within B2B SaaS.

• 1+ years of experience managing queue-based work in Salesforce, ServiceNow, or a similar platform.

• Strong customer service orientation with the capability to communicate technical concepts clearly to non-technical users.

• Ability to manage multiple cases simultaneously while meeting quality and timeliness expectations.

• Willingness to learn new tools, processes, and product areas in a fast-paced environment.

• Experience in the Insurance or Risk industry is preferred.

• Solid understanding of relational databases with the ability to write basic SQL queries for troubleshooting purposes.

• Experience with JavaScript and XML.

• Ability to independently resolve the full spectrum of Tier 1 cases with minimal oversight.

• Strong judgment and decision-making skills to determine when and how to appropriately escalate cases.

• Capacity to handle sensitive, high-impact, or high-visibility Tier 1 cases with discretion and professionalism.

• Ability to produce high-quality, thorough case documentation that supports efficient downstream work.

• Knowledge of Tier 1 processes, tools, and best practices, with the ability to serve as a resource for peers.

• Ability to support onboarding and knowledge transfer for new CSAs through peer coaching and guidance.

• Ability to identify recurring issues or documentation gaps and contribute valuable improvements.

🏝️ Benefits

• Medical and Dental coverage available for employees, dependents, domestic partners, and spouses.

• Paid Time Off – Flexible options plus 10 paid company holidays where applicable.

• Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance.

• Generous family leave options—including adoption and foster care placements.

• Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account.

• Retirement Savings – 401(k) with company match up to 4%.

• Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related challenges.

• Education Assistance Program – to help colleagues pursue industry/role-specific certifications.

• Wellness Benefits – reimbursement program to promote healthy habits and support better colleague productivity and stress management.

• Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage.