Job Responsibilities

• Build a strong relationship with our product, as your knowledge will be a driving force in the success of our customers.
• Take ownership of issues reported/found with an emphasis on the need to research, troubleshoot, and identify software or process issues
• Be the first point of contact for internal teams as they notice and raise issues about the product. It is your job to discern between a bug and expected product functionality.
• Develop robust practices to support internal teams as it relates to incident management.
• Own the bug backlog, prioritization and escalation points to Product and Development teams
• Be responsible for meeting response time SLAs and ensuring bugs are completed by the SLAs dictated by priority of the bug.
• Appropriately manage time and maintaining a high level of availability to handle incoming calls and tickets independently
• Adapt quickly to product and process changes in a fast-paced environment with many features  and release cycles
• Prioritize and manage several open issues at one time
• Maintain prompt and effective inter and intra-team communication

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Job Requirements

• 2+ years of relevant professional experience as a Support Analyst, Technical Support, Operations Support or related role
• Proven ability to independently investigate and implement solutions to technical issues
• Detail oriented and have strong communication and organizational skill
• Ability to multi-task as you will be responsible for many tasks simultaneously
• Keen problem solving and troubleshooting skills
• Active listening skills and showcasing empathy to customer’s experiences
• Self-motivated and highly personable
• Excellent customer support skills and the ability to interact in a courteous, helpful and professional manner
• Demonstrated strong problem solving and analytical skills
• Excited to be a part of an inclusive culture
• Bonus: experience with ticketing tools (e.g. Zendesk), Analytics tools (e.g. Google Analytics) and PM tools (e.g. JIRA)

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