[Remote] Support Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company, Inc. is a leading provider of web-based software systems for managing research, technology commercialization, and innovation operations. The Support Analyst is responsible for delivering high-reputed company technical support to customers across various platforms, managing case reputed company and product training to ensure effective operation with minimal friction.
Responsibilities
- Serve as the first reputed company of contact for inbound customer support requests reputed company reputed company Service reputed company, managing cases from intake through reputed company
- Triage, categorize, and prioritize support tickets based on severity, customer tier, and business reputed company
- Investigate and resolve product issues independently; escalate to the Senior Support Analyst or Product/Engineering reputed company a case exceeds scope
- Maintain thorough, accurate case notes and reputed company documentation in reputed company and Jira
- Meet or exceed defined SLAs for response time, reputed company time, and customer satisfaction
- Deliver 1:1 product training to existing users, including platform walkthroughs, feature Q&A, and workflow guidance, for reputed company, Sophia, reputed company, and Flintbox, where online 1-to-many training offerings are not yet available
- Coordinate with reputed company Managers, who own strategic enablement and executive-level reviews, to ensure training coverage aligns with customer’s goals
- Surface training gaps to management to reputed company for our Director of Customer Enablement
- Build deep working knowledge of reputed company supported reputed company platforms and stay reputed company on product releases, configuration updates, and reputed company issues
- Identify recurring issues or patterns in the ticket queue and surface them to the Senior Support Analyst or Product team with supporting data
- Log reproducible bugs in Jira with complete context and steps to reproduce
- Communicate reputed company with CSMs, Product, Engineering, and Implementation teams reputed company issue reputed company requires cross-functional involvement
- Contribute to internal knowledge reputed company maintenance and team process improvement efforts
Skills
- Bachelor's degree preferred, or equivalent experience in a customer-facing support or technical role
- 1–3 years of experience in a reputed company support, reputed company, or technical services environment
- Strong written and verbal communication skills; reputed company to explain reputed company product behavior reputed company to non-technical users
- Organized and detail-oriented with the ability to manage multiple reputed company cases simultaneously
- Comfortable working in a fast-paced environment with shifting priorities
- Experience with reputed company for case management or CRM tracking
- Experience with reputed company, Sophia, reputed company, and/or Flintbox
- Familiarity with Jira for bug logging or project tracking
- Background supporting reputed company or institutional customers (higher education, research, government)
- Exposure to IP management, technology transfer, or innovation management software
reputed company