Enterprise Support Analyst

Summary

The job is for an Enterprise Support Analyst at MaintainX, a leading mobile-first workflow management platform. The role involves responding to customer inquiries, troubleshooting issues, offering solutions, documenting product requests, and supporting the global L1 Customer support team. The position requires 3-5 years of full-time customer support or customer onboarding experience, a degree, proficiency in Excel, and knowledge of technologies like Zendesk, Intercom, Jira, Notion, Zoom, Salesforce, and G-Suite.

Requirements

• 3 - 5  years of full-time customer support or customer onboarding experience
• BA/BSc/BEng degree or equivalent
• Highly proficient in Excel

Responsibilities

• Respond promptly and accurately to customer support inquiries
• Call customers to resolve issues when needed
• Help customers with how to use specific features of the product
• Triage, Document and Escalate product bugs via Jira to Engineering and Product
• Offer work-around solutions when the product does not exactly meet the customer’s requirements
• Document product requests and highlight common requests to the Product team
• Schedule meetings with sales representatives when pricing negotiation and solution consulting are required
• Support and mentor the global L1 Customer support team
• Create self-service knowledge base articles and saved replies based on frequently asked questions
• Follow up with old customer support tickets when new product releases help meet the requirements of customers

Preferred Qualifications

• Spanish and French language skills (written and spoken)
• Excellent communication, time management, and interpersonal skills
• Ability to manage multiple priorities and perform well in a fast-paced environment while maintaining a high level of quality and client satisfaction
• Savvy with technology and capacity to become well-versed in our software in a short period of time
• Experience working with customer support/help desk ticketing software is a plus
• Has Knowledge of technologies like Zendesk, Intercom, Jira, Notion, Zoom, Salesforce and G-Suite

Benefits

• Competitive salary and meaningful equity opportunities
• Healthcare, dental, and vision coverage
• 401(k) / RRSP enrollment program
• Take what you need PTO
• A Work Culture where: You’ll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist
• We believe in meritocracy, where ideas and effort are publicly celebrated