Support Analyst

We are looking for a Support Analyst to assist our customers with problems when using FORM applications. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding users through features and functionalities.

Requirements:

• Advanced English
• 1 year of experience on Customer Support Analyst\Representative position
• Experience in B2B Clients and Enterprise solutions support
• Excellent communication and problem-solving skills
• Strong desire to be helpful
• Ability to multi-task and prioritize issues
• Customer focused, experience in handling issues and or customer complaints
• Excellent written and communication skills
• Experience using common software (MS Office Suite — Word, Excel, Outlook)
• Experience in writing test documentation: checklists, bug reports, test case
• Experience in working with browser development tools: Chrome, Firefox, Safari
• Basic understanding of client-server applications work
• Track and document issue details, troubleshooting steps, resolution, and root cause as tickets.
• Knowledge of the help desk software, and remote support tools (i.e. Zendesk, Slack, Zoom).
• While you will work set hours, you are ok with a schedule that is late into the evening- Support offers coverage between 6 am - 6 pm MT Monday-Friday, plus occasional holidays and the schedule will be 6am-2pm MST (2pm-10pm in Poland): (Subject to change based on needs).
• You are willing to help cover weekend hours (9 am-5 pm MST/ 6pm-2 am in UA) and night shift hours to give our weekend agent breaks and vacation time. It’s not frequently needed, but everyone takes a turn to lend a hand and gets the time back for doing so!
• You are a team player who exudes a team mindset, always looking for ways to support your coworkers and contributing positively to morale.
• You are comfortable working on phones, email, and chat channels.

Plus, if you have:

• Basic knowledge of Looker and Salesforce.
• Experience working with offshore technical teams.
• Ability to handle Client escalations and act as a main communication point with Clients.