Support Analyst
Core
Front-line technical support for customers, diagnosing issues, providing solutions, and ensuring seamless software experiences.
Role type
Support Analyst (Technical Customer Support)
Builds
Customer satisfaction and resolution for mission-critical software products
Domain
Software Support / Customer Success
Deliverable
client delivery
Required skills
Technical troubleshooting, root cause analysis, clear written/verbal communication, AI tool proficiency, ticket management, knowledge base creation, upsell identification
Preferred skills
Prompt engineering, SQL, database/API familiarity, technical documentation creation, local government/municipal finance domain knowledge
Technologies
Microsoft Copilot, ChatGPT, Google Gemini, Claude, Salesforce Einstein, Zendesk AI, TeamSupport, Jira
Responsibilities
Own assigned customer tickets from intake through resolution; Diagnose and resolve functional, configuration, data, and software issues; Escalate complex issues to Development/QA/Product with complete findings; Create and maintain knowledge-base content; Identify recurring issues and product gaps; Identify and communicate upsell opportunities
Seniority
Mid-level, hands-on IC