Technical Support Analyst

Technical Support Analyst

Department: Customer Success

Employment Type: Full Time

Location: Remote

Reporting To: Head of Support

Compensation: $70,000 - $80,000 / year

Description

We are looking for a technical, detail-oriented, strategic new team member to join our Support Team. We need someone who’s comfortable working in a complex and ambiguous environment with excellent organization and communication skills. You’ll own customer issues directly, and collaborate internally to increase Coursedog’s ability to fix issues quickly and effectively. You’ll work cross-functionally with Customer Success, Product, Engineering, and User Education to deliver incredible experiences and and share customer feedback to drive product improvements. 

Key Responsibilities

• Technical Support: Assist users through our ticketing app (Freshdesk) by providing clear instructions, guidance and solutions to technical problems. Keep customers informed of progress and estimated resolution times on defects.
• Troubleshooting: Investigate and analyze tickets by asking probing and root cause analysis questions. Identify resolutions in Product or Integration Configuration while determining any downstream impacts.
• Collaboration: Work closely with Product, Engineering, Customer Success and User Education to resolve complex technical issues. Document and escalate issues to the Product Engineering or Data Engineering teams, and actively monitor the resolution progress.
• Prioritization: Prioritize tickets and manage time efficiently, while achieving productivity-related targets including support tickets resolved, average response time, average resolution time, customer satisfaction, etc.
• Documentation: Document issues with screenshots and clear, concise notes for efficient cross-functional communication to determine and resolve issues. Actively contribute to our Knowledge Base by working with the User Education Team to improve knowledge and address knowledge gaps.
• Quality Assurance: Communicate product configuration updates and defect fixes after verification in QA/Staging and confirm resolution.

Skills, Knowledge, and Expertise

Required 

• 2-5+ years providing technical support for an enterprise SaaS organization
• Strong understanding of client/server technology, SSO, JSON, AWS.
• General experience troubleshooting where data is synchronized across multiple systems.
• Driven self-starter with ownership mentality and a proven record of multi-tasking.
• Excellent analytical, problem-solving, and communication skills, with a bias for action and a growth mindset.
• Customer-facing experience (you have dealt with customers directly, and you are a "people-person" who knows how to talk to clients).
• Thrives in a fast-paced environment with the flexibility to adapt to changing priorities and requirements.
• Ability to work 8:30 AM to 5:30 PM CST.

Preferred 

• Experience with Student Information Systems is a plus.
• Experience with Quality Assurance testing in software development lifecycle is a plus.
• Familiarity with APIs and API tools (e.g. Postman, cURL) a strong plus.

Working at Coursedog

Employee Benefits

• Healthcare: We pay 99% of your medical, dental, and vision coverage and 75% of the premium for your spouse and/or dependents
• Retirement: We offer a 401k plan on day one of your employment.
• Paid Time Off: We value work-life balance and provide a high amount of autonomy. In service to this, our Paid Time Off policy has no annual limit.
• Remote-First: We value flexible working hours over set hours, results over number of hours, and asynchronous communication focused on transparency over need-to-know access.
• Equity: You’ll be contributing to the team's success, so you deserve to share in it. Every employee on our team gets a meaningful equity allocation.
• Parental Leave: To help support new parents in the workplace, we offer 6 weeks of paid parental leave.

Diversity, Equity, and Inclusion

Coursedog is an equal opportunity employer committed to hiring a diverse workforce at all levels of the organization and creating an inclusive environment for all.

We value and encourage the contributions of our employees and strive to create an environment where everyone can reach their full potential and drive outstanding results. We draw strength from our range of interests, backgrounds, and perspectives

We strongly encourage applicants from all backgrounds to apply.

All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.

Accommodations

Accommodations are available for applicants with disabilities in all phases of the application and employment process. On your application, you will be prompted to inform us If you need any accommodation during this process. Apply