Support Analyst Level 2

This is a fully remote position, open to applicants in Arizona, +8 more states.

📋 Description

• Deliver precise, prompt, and professional customer support through phone, email, portal, forums, and chat tools.

• Collect and evaluate customer issues and requirements to identify root causes.

• Record customer insights and frequently occurring scenarios.

• Address issues and respond to inquiries in line with Service Level Agreements (SLAs).

• Ensure that technical workarounds and resolutions meet customer satisfaction before final confirmation.

• Generate regular reports on customer support metrics and system utilization.

• Serve as the main escalation point and mentor for the offshore support team.

• Enhance product knowledge through self-learning, experimentation, and exploration of typical use cases.

• Contribute troubleshooting content and improvement suggestions to Noggin’s internal knowledge base.

• Communicate feature requests and functionality gaps to internal teams to influence the product roadmap.

• Represent customer interests within Noggin and facilitate issue resolution.

• Collaborate with DevOps, Engineering, and other internal teams.

• Investigate issues, document discoveries, and attempt resolutions prior to escalation.

• Enrich escalated support tickets with replication steps, relevant links, and standardized Noggin terminology.

• Configure Noggin software to implement client solutions.

• Assist with problem and requirements analysis, solution development, and workaround documentation.

⛳️ Requirements

• Bachelor’s degree in Business, Commerce, Information Technology, Computer Science, or equivalent qualifications/experience, or 2+ years of experience in software application support.

• At least 1 year of professional experience in software application support.

• Experience in providing assistance to non-technical software users.

• Proficient in software requirements gathering or problem analysis.

• Familiarity with contemporary service management practices and systems.

• Highly skilled with support tools, including communication platforms, ticketing systems, self-service options, and customer support features.

• Extensive product knowledge, encompassing system mechanics, common troubleshooting workflows, configuration principles, and various solution settings.

• Strong aptitude and passion for continuous learning.

• Legal authorization to work in the U.S. indefinitely.

• Employer work permit sponsorship is not available.

• Preferred: Experience with Artificial Intelligence (AI) tools or concepts.

• Preferred: Experience with software integrations, APIs, and JSON data.

• Preferred: Familiarity with cloud platforms like Amazon Web Services (AWS) and Microsoft Azure.

• Availability to provide coverage on Saturdays and Sundays, with rest days during Monday to Friday.

🏝️ Benefits

• Incentive Bonus Plans.

• Medical, Dental, Vision benefits.

• 401K with Company Match.

• 10 Paid Holidays.

• Generous Paid Time Off Packages.

• Employee Stock Purchase Plan.

• Paid Parental & Family Leave.

• Referral Payment Plan.

• Remote work arrangement.

• No travel required.

• No relocation required.