Customer Support Analyst (Mid-market)

As a Customer Support Analyst at Clariti, you will be at the forefront of delivering exceptional service to our customers. Your role will focus on ensuring a seamless and satisfying customer experience by addressing technical issues and providing insightful solutions. Reporting to the Technical Support Manager, you will play a pivotal role in maintaining and enhancing our customer relationships, making you the go-to person for handling and resolving customer cases.

• Customer Interaction: Monitor support channels and respond swiftly and empathetically to inbound customer requests. Act as the first point of contact, ensuring customers feel heard and supported.
• Issue Resolution: Troubleshoot and resolve customer issues, questions, or concerns efficiently. Utilize your problem-solving skills to address technical problems and escalate more complex issues as needed.
• Communication: Craft thoughtful and accurate responses to customer inquiries. Use prepared responses for common issues while ensuring that all communication is clear and customer-friendly.
• Customer Advocacy: Share valuable customer feedback with our internal product and engineering teams. Provide insights that help us enhance our platform and better meet customer needs.
• Customer Education: Aid in the implementation and understanding of Clariti’s mid-market platform and product solutions. Identify and address any educational gaps that impact the customer experience.
• Configuration Support: Assist with configuration projects to deepen your understanding of the product and improve your ability to support and guide customers through setup and customization.
• Documentation: Maintain detailed records of customer interactions and troubleshooting steps in our CRM system (Salesforce). Create and contribute to knowledge base articles to support self-service options for customers.
• Collaboration: Work closely with cross-functional teams, including product development and QA, to advocate for customer needs and ensure timely issue resolution.
• Continuous Learning: Stay updated on product features, enhancements, and industry trends to provide accurate and current support.

What you bring to the team?

• Customer–Centric: You are passionate about delivering top-notch customer service and have a proven track record of going above and beyond to support customers.
• Detail–Oriented: Impeccable attention to detail is second nature to you, ensuring accurate and thorough handling of customer issues.
• Empathetic Communicator: You possess excellent written and verbal communication skills, with the ability to convey technical information in a way that is easily understood by non-technical customers.
• Results–Driven: You focus on achieving outcomes and are dedicated to resolving issues and improving the customer experience.
• Adaptable Problem–Solver: You can quickly analyze and solve technical problems, and are comfortable seeking guidance from senior team members when necessary.
• Team Player: You thrive in a collaborative environment and are a self-starter with excellent time-management skills. You are also highly coachable and open to learning.
• Education: Bachelor’s degree required.
• Experience: Minimum of 2+ years in Client Relations, Account Management, Customer Success, Technical Support, or Customer Service (preferably in the SaaS domain) with a proven track record of meeting and exceeding goals.
• Skills: Experience in SaaS customer service or sales is ideal. Familiarity with CRM systems, strong multi-tasking abilities, and experience communicating with various levels of an organization are preferred.
• Who you are: You are dependable, detail-oriented, and highly organized. You excel at saying “I don’t know, but I will find out” and consistently follow through to provide accurate answers for clients.

The salary range for this role is expected to be between $65,000-$90,000 based on the candidate’s skills, experience, and qualifications while considering internal pay equity and our broader pay philosophy.