Support Analyst

It’s fun to work in a company where people truly BELIEVE in what they’re doing!
We’re committed to bringing passion and customer focus to the business.

Essential Duties and Responsibilities

• Drive customer satisfaction through proactive problem resolution.
• Handle support queries via multiple channels (phone, email, support portal) while meeting established SLA response times.
• Build customer relationships through quality interactions and clear communication.
• Show empathy and understanding of the client’s day-to-day needs.
• Resolve routine customer issues while meeting case metrics for duration.
• Provide application support for basic product functionality including cash management, bank reporting, and payments.
• Apply application knowledge to troubleshoot and resolve product issues.
• Perform basic application investigations.
• Follow established troubleshooting procedures and best practices.
• Escalate complex issues appropriately and follow up on resolution progress.
• Manage multiple support cases simultaneously with appropriate prioritization.
• Maintain organized case queue and follow up processes.
• Provide timely updates and maintain accurate case documentation.
• Contribute to knowledge base with solution documentation.
• Use support tools effectively.
• Provide clear explanations aligned with best practices.

Education, Experience and Skills

• Bachelor’s degree or equivalent work experience.
• Entry-level support experience preferred.
• Basic understanding of cloud-based services (SaaS).
• Working knowledge of product functionality.
• Basic application troubleshooting and problem-solving skills.
• Basic understanding of cash management and banking operations.
• Excellent English written and verbal communication skills.
• Strong interpersonal and customer service skills.
• Ability to explain application concepts in user-friendly terms.
• Ability to work calmly under pressure in a fast-paced environment.
• Attention to detail and good documentation habits.
• Willingness to learn and grow application expertise.
• Commitment to obtain one product certification within agreed timeframe.
• Experience working in a support role for a software company is a plus.
• Additional language skills (Spanish, German, French) a plus.

Base compensation for this role is: $57,400.00 – $72,625.00 annual salary.