Software Support Analyst

Precise Resource; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading technology solutions provider in the United States is seeking a Senior Support Analyst. The role requires providing high-quality technical support, delighting clients, and resolving issues effectively. The ideal candidate has 3-5 years of relevant experience, strong communication skills, and a background in CRM systems. This position offers the opportunity to work both independently and as part of a dedicated team.

Qualifications

• 3-5 years relevant experience in technical support.
• Demonstrated experience in client satisfaction and mentoring.
• Ability to work independently and in a team.

Responsibilities

• Resolve escalated client complaints efficiently.
• Document troubleshooting and resolution steps.
• Schedule and facilitate client working sessions.

Skills

Client centric support

Technical troubleshooting

Communication skills

Experience with CRM systems

Education

Bachelor's degree or equivalent experience

Tools

Salesforce.com

Job description

Senior Support Analyst

Precise Resource, Inc. is a leading privately held Women’s Business Enterprise specializing in Executive Search and head‑hunting services for Fortune 500 clients across the United States. We have been asked to assist our client in locating a Senior Support Analyst.

Our client is a powerhouse quietly transforming how banks and credit unions connect with their customers across mobile, in‑branch, and online, regardless of their core system. With a client list that includes the top three mobile banking apps in the U.S., this innovator is shaping the future of digital finance.

Their platform? An expansive ecosystem of ready‑to‑deploy tools and plug‑and‑play integrations. Their secret sauce? An API‑first architecture and robust developer toolkit that lets financial institutions build smarter, move faster, and serve customers better wherever they are.

The Senior Support Analyst is passionate about delighting clients and is responsible for providing client‑centric, highly responsive, and high‑quality technical support for our clients’ software products.

The Senior Support Analyst delivers adequate technical client support to our growing client base, delivering solutions to both technical and non‑technical end users. The role is generally assigned to work with specific customers to develop a deep understanding of their environments and functionality.

What you will be doing

• Takes ownership of technical issues for external clients, and works with the appropriate teams to enlighten clients and resolve issues (e.g., works with our Development group to resolve more advanced product issues when necessary).
• Resolves escalated client complaints without the need for team lead intervention.
• Documents, troubleshooting and problem resolution steps.
• Participates in providing documentation or training to clients as required.
• Own client issues from report to resolution, working closely with clients to proactively and efficiently resolve issues.
• Escalates support cases and development issues to multiple departments.
• Detects and reports trends to engineering and product teams.
• Leverages knowledge and client support best practices across the entire organization.
• Schedules, coordinates, and facilitates client working sessions to mutually gain a complete understanding of a defect or enhancement requirements.

Knowledge, Skills & Abilities

• Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor’s or higher degree; OR an appropriate combination of education and experience.
• 3-5 years relevant experience required.
• Demonstrated experience in delighting clients and mentoring team members.
• Proven excellent, clear and effective communication skills and the ability to handle multiple responsibilities at once.
• Ability to work independently and among a small team.
• Work experience with and a good understanding of third party client service or CRM systems such as Salesforce.com or others.
• Ability to lead innovative initiatives with attention to detail and high degree of accuracy.
• Work independently or as part of a team and follow through on assignments with minimal supervision.
• Demonstrated experience using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software.
• Software product or technical troubleshooting and root cause analysis experience.
• Development, database use, and/or query writing experience is preferred.
• Strong understanding of information technology concepts: hardware, networking, internet, DNS, backup and recovery, user administration, compliance and security best practices.
• Ability to demonstrate fundamental product knowledge of core features within 6 months.
• Ability to demonstrate fundamental industry business knowledge within 6 months.

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