Product Support Analyst

Summary

Join LogicGate's growing Product Support team as a Support Analyst and make a direct impact on the business by guiding and empowering customers. You will become an expert in the LogicGate RiskCloud platform, providing excellent support, troubleshooting issues, and advising on best practices. Collaborate with Customer Success and other teams to resolve customer issues and ensure customer happiness. This remote, UK-based role requires strong communication skills and experience with various software tools. LogicGate offers a competitive salary, variable compensation, equity, and comprehensive benefits, including paid time off, parental leave, pension, private medical insurance, and more. The company fosters an inclusive work environment and values employee development.

Requirements

• Experience with some of the key softwares utilized by LogicGate’s customer-facing groups
• Zendesk or equivalent ticketing system
• Salesforce or equivalent CRM platform
• Pendo, Tableau, or equivalent BI tool
• Jira or equivalent PM tool
• Slack, Google Workspace or equivalent productivity tools

Responsibilities

• Become an expert at using and troubleshooting the LogicGate RiskCloud platform
• Provide excellent support to customers by handling inquiries, troubleshooting product-related issues, and advising on product best practices
• Follow (and help develop) processes that improve our customers’ experience
• Collaborate with Customer Success to resolve customer issues to ensure customer happiness, retention, and adoption
• Partner with Engineering and Product teams as needed to troubleshoot issues, bugs, or provide customer feature request feedback

Preferred Qualifications

• Experience in the technology industry or a B2B SaaS startup environment preferred
• Ability to reduce a complex topic to a few simple steps and appreciate seeing customers become more successful because of your help and teaching
• You are quick to learn new technologies and are excited to share your passion for technology and software with others
• You are a skillful communicator, and recognize the opportunity for every interaction to be a positive one
• You always have the customer’s needs in mind and help us find ways of making our processes more customer friendly
• You have excellent organizational skills with the ability to prioritize, manage, multi-task, and execute projects cross-functionally

Benefits

• Competitive salary
• Variable compensation (bonus)
• Equity
• Health and wellness benefits
• Paid Holiday
• 9 Annual Bank Holidays
• Summer and Winter Fridays
• Career development and learning opportunities including access to LinkedIn Learning
• Regular People Leader training
• Our internal Mentorship Program
• Annual Continued Education Program
• Paid time-off
• Paid parental leave
• Pension
• Private Medical Insurance
• Group Income Protection
• Group Life Assurance