Customer Support Analyst

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

📋 Description

• Serve as a Product Ambassador for the Omatic Product Suite.

• Showcase expertise when discussing each offering within the Omatic product line.

• Stay informed on updates and enhancements to each product in accordance with release schedules.

• Spot opportunities for upselling or risk mitigation.

• Address basic cases across all Omatic solutions.

• Provide links and highlight gaps in documentation for self-service options.

• Identify complex issues and direct them to the relevant teams.

• Record case notes, document activities, and oversee the case lifecycle.

• Offer warm, friendly, and knowledgeable responses to customers.

• Maintain a first response SLA of 2 hours for over 98% of cases.

⛳️ Requirements

• Previous customer support experience is preferred but not mandatory.

• Excellent communication skills are essential.

• Familiarity with Customer Support tools such as Salesforce Service Cloud is preferred but not essential.

• Knowledge of Blackbaud’s The Raiser’s Edge or Financial Edge is preferred but not required.

• Prior experience in support troubleshooting or B2B SaaS is preferred but not required.

🏝️ Benefits

• Health insurance.

• Flexible working hours.

• Opportunities for professional development.