Support Analyst

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

📋 Description

• Strive to comprehend the customer's requirements and use cases during each Support interaction.

• Address inquiries and technical challenges with clear, practical advice, ensuring that the suggested solution aligns with the customer's needs.

• Reproduce reported issues, record findings, and escalate to Product and Engineering when further expertise is necessary.

• Manage assigned support tickets from initiation to completion, including investigation, escalation, customer updates, and resolution.

• Organize and deliver allocated professional services projects.

• Provide technical insights for Help Center articles and internal documentation.

• Recognize trends in customer requests and propose enhancements to our products, services, and processes.

• Utilize AI and connected tools to investigate, structure, and complete tasks efficiently while ensuring accuracy and sound judgment.

• Function effectively within an ecosystem of interconnected platforms, including ChatGPT, Slack, Jira, HubSpot, GitHub, Fellow, etc.

• Contribute to overall Customer Success goals to improve customer experience and sentiment.

⛳️ Requirements

• A bachelor's degree from an accredited institution.

• Minimum of 2 years of experience in a SaaS technical support position.

• Familiarity with ticketing systems such as Jira, Zendesk, or similar tools.

• Passion for and experience with AI-first workflows.

• Experience working with software integrations, including tools like Zapier and APIs.

• Proficiency in SQL for retrieving, investigating, and reporting on data.

• Excellent discovery and investigative abilities: you maintain curiosity, ask insightful questions, and seek to understand the core need.

• Capability to articulate technical concepts clearly in simple, natural language, both verbally and in writing.

• Comfort with public speaking and possessing a professional, reassuring demeanor on camera.

• Resourcefulness and initiative: you utilize available resources, raise issues early, and propose solutions.

• Strong judgment, including the ability to identify patterns and make recommendations based on customer needs and company objectives.

• A preference for simplicity and the ability to concentrate on what is most important.

• Flexibility, accountability, and receptiveness to feedback and personal growth.

• Additional programming experience, such as Python, JavaScript, or HTML. (Helpful, but not mandatory.)

• Experience with public-facing technical writing. (Helpful, but not mandatory.)

• Experience working directly within an Arts organization. (Helpful, but not mandatory.)

🏝️ Benefits

• A supportive team and a culture that prioritizes work-life balance.

• Flexible remote work options.

• Health, dental, and vision insurance.

• Short-term disability and life insurance.

• Retirement plan.

• Employee Assistance Program.

• Paid holidays.

• Unlimited “Take What You Need” paid time off.

• Paid professional development opportunities.

• $1,200 home office budget.

• $1,000 annual stipend for personal learning.

• Competitive salary.