Software Support Analyst I: Post-Sales Tech Support

Breg, Inc.; Carlsbad (CA); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

Paid time off

Company holidays

Growth opportunities

Diversity & Inclusion

Job summary

Breg, Inc. in Carlsbad, CA seeks a Software Support Analyst I to own post-sales customer relationships and ensure delightful, effective support for our orthopedic product portfolio.

You will diagnose issues, provide how-to guidance via phone and email, reproduce problems, document findings, and coordinate with technical teams to drive timely resolutions. You’ll help improve service standards and contribute to knowledge growth within the team.

Qualifications

• Bachelor's Degree in Computer Science, Information Systems, Life Sciences or an equivalent combination of education and work experience.
• At least 1 year experience in technical support or customer support external customer-facing environments.
• Strong customer service background with effective communication; professional phone manner; strong written communication.
• Experience analyzing, assessing and resolving complex system-level software issues; highly analytical.
• Ability to work independently and in a team in a fast-paced, customer-driven environment.
• Ability to leverage scripting tools to improve process efficiencies.
• Proficiency with web browsers and Microsoft Office; ability to learn new software and systems; advanced Excel skills.

Responsibilities

• Owns post-sales/post software implementation customer relationship and aims to delight customers with every engagement.
• Provides technical support via phone and email for the product portfolio; answers how-to questions and technical inquiries; diagnoses problems; recommends solutions; follows through to resolution.
• Accurately reproduces issues and provides detailed technical information to internal teams to drive resolution.
• Leads interactions with technical/programming personnel for unresolved customer problems and monitors progress to resolution.
• Leads interactions with Customer Care and other departments to ensure compliant complaint handling processes.
• Participates in and leads process development to improve service delivery standards.
• Maintains understanding of order processing and RMA processes and adheres to product complaint/documentation requirements.
• Documents knowledge gained from customer interactions to grow the Technical Support Team's knowledge base.
• Records all customer-reported problems in the ticket system with nature of enquiry and resolution.

Skills

Customer service

Communication

Analytical thinking

Scripting tools

Excel

Education

Bachelor's Degree in Computer Science, Information Systems, Life Sciences

Tools

MS Outlook

MS Word

PowerPoint

Excel

Job description

Breg, Inc. in Carlsbad, CA seeks a Software Support Analyst I to own post-sales customer relationships and ensure delightful, effective support for our orthopedic product portfolio.

You will diagnose issues, provide how-to guidance via phone and email, reproduce problems, document findings, and coordinate with technical teams to drive timely resolutions. You’ll help improve service standards and contribute to knowledge growth within the team.