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

• Manage the ticket queue efficiently.

• Assess incoming tickets in Zendesk, prioritize them based on impact and urgency, and ensure each one is resolved.

• Keep customers updated proactively.

• Reproduce and troubleshoot issues effectively.

• Review data, analyze logs, and execute queries.

• Oversee PracticeLink admin dashboards.

• Resolve issues within your capability; escalate those beyond your expertise with a thorough, reproducible write-up.

• Document processes and capture solutions in our knowledge base as you progress.

• Maintain SLA standards and achieve your response and resolution objectives.

• Participate in after-hours rotation as needed.

• Minimum of 1 year in software support, help desk, or a customer-facing technical position.

• Proficient understanding of SQL.

• Strong instinct for troubleshooting.

• Excellent written communication skills.

• Highly organized, even under pressure.

• Inquisitive mindset without ego.

• Familiar with essential tools such as Microsoft 365, browser developer tools, and ticketing systems (Zendesk, Salesforce, Jira, or similar).

• Must be authorized to work in the U.S.

• Comprehensive medical and dental coverage fully paid from day one.

• Health Reimbursement Arrangement (HRA) covering half of your deductible.

• Flexible Spending Account (FSA) and Employee Assistance Program (EAP) available.

• 401(k) plan with company contributions.

• Generous paid time off, holidays, and sick leave.

• Fully remote work with the freedom that comes along with it.

Support Analyst

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