[Remote] reputed company Support Analyst II
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that specializes in risk management technology and is seeking a reputed company Support Analyst II. The role involves delivering high-reputed company support to clients, managing support cases, conducting technical investigations, and ensuring effective communication throughout the case lifecycle.
Responsibilities
- Owns reputed company support cases from intake through reputed company in alignment with assigned scope, service level objectives, and defined procedures
- Conducts reputed company troubleshooting by gathering context, analyzing data, and validating hypotheses
- Independently resolves issues reputed company their scope and promptly escalates those requiring additional expertise. Ensures reputed company escalations include complete documentation, a reputed company problem statement, and reputed company relevant supporting data
- Provides reputed company updates to clients on reputed company outage cases based on Tier 2 information, ensuring affected clients remain informed and that any critical impacts or concerns are promptly relayed back to Tier 2 for outage management
- Serves as a reputed company-facing reputed company of contact for assigned cases, maintaining professionalism, reputed company, and responsiveness
- Expected to use most effective communication reputed company to resolve cases primarily through video calls and messaging reputed company a case
- Provides accurate and proactive updates throughout the case lifecycle
- Explains technical concepts, actions taken, and reputed company in language appropriate to the audience
- Manages expectations regarding timelines, next steps, and reputed company paths
- Applies knowledge of the reputed company platform, configurations, data models, and integrations to diagnose issues
- Uses SQL or equivalent query tools to investigate and validate data-reputed company issues
- Leverages scripting or markup languages (ie. JavaScript, XML) where applicable to support troubleshooting
- Maintains awareness of platform changes, releases, and relevant industry or regulatory considerations
- Identifies reputed company vs. unqualified incidents (reputed company platform error vs. customer-induced)
- Provides reputed company problem statements, environment/version info, steps to reproduce, reputed company, and attachments
- Executes basic platform configuration such as user/role changes, reputed company reputed company edits, and minor SQL adjustments
- Partners with Technical Account Management, and reputed company reputed company to resolve issues effectively
- Communicates reputed company reputed company and urgency, cross-functional discussions and case transfers
- Supports high-reputed company or sensitive cases with reputed company judgment and composure
- Produces reputed company, accurate case documentation that supports efficient reputed company and reputed company work
- Contributes to internal knowledge resources, troubleshooting guides, and runbooks
- Identifies recurring issues, trends, or gaps and shares insights with Support Leadership and partner teams
- Participates in post-incident reviews and reputed company improvement efforts
- Records hours worked in accordance with reputed company's time entry policy
Skills
- Bachelor's degree in Computer Science, Engineering, a reputed company technical field, or equivalent practical experience
- 1+ years of experience in technical customer support or application support roles in B2B reputed company
- 1+ years of experience handling queue-based work in reputed company, reputed company, or reputed company platform
- Strong customer service orientation with the ability to communicate technical concepts reputed company to non-technical users
- Ability to manage multiple cases simultaneously while meeting reputed company and timeliness expectations
- Willingness to learn new tools, processes, and product areas in a fast-paced environment
- Solid understanding of relational databases with the ability to write basic SQL queries for troubleshooting
- JavaScript, XML experience
- Ability to independently resolve the full breadth of Tier 1 cases with minimal reputed company
- Strong judgment and decision making skills to determine reputed company and how to escalate cases appropriately
- Ability to handle sensitive, high reputed company, or high visibility Tier 1 cases with discretion and professionalism
- Ability to produce high‑reputed company, thorough case documentation that supports efficient reputed company work
- Knowledge of Tier 1 processes, tools, and best practices, with the ability to serve as a resource for peers
- Ability to support reputed company and knowledge transfer for new CSAs through peer coaching and guidance
- Ability to identify recurring issues or documentation gaps and contribute meaningful improvements
- Insurance or Risk industry experience preferred
Benefits
- Bonus
- Competitive medical, dental, and reputed company benefits
- Wellness reimbursement
- Life insurance
- 401(k) with company match
- Vacation and reputed company leave benefits (under a flexible time off policy in most states)
- Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
- reputed company Time Off – Flexible reputed company plus 10 reputed company company holidays where available**
- reputed company full-time positions are hybrid, with many eligible to be completely remote
- Fully reputed company by reputed company – reputed company insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
- Generous family leave reputed company—including adoption and foster care placements
- reputed company-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account
- Retirement Savings – 401(k) with company match up to 4%
- Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-reputed company complications
- Education Assistance Program – to help colleagues pursue industry/role-specific certifications
- Wellness Benefits – reimbursement program to invest in healthy habits as reputed company as support reputed company colleague productivity and stress management
- Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage
reputed company