Remote Software Support Analyst

Summary

Join our team as a Software Support Analyst to assist customers with problems when using FORM applications. As a key member of our support team, you will be responsible for resolving customer queries, recommending solutions, and guiding users through features and functionalities.

Requirements

• Must have advanced English
• Must have customer service experience and be customer focused, experience in handling technical issues and or customer complaints
• Excellent communication and problem-solving skills
• Strong desire to be helpful
• Ability to multi-task and prioritize issues
• Excellent written and communication skills
• Basic understanding of client-server application work
• Ability to handle Client escalations and act as a main communication point with Clients
• Knowledge of the help desk software, and remote support tools (i.e. Zendesk, ServiceNow, Microsoft Office systems, Salesforce , Zoom)
• Experience using common software (MS Office Suite — Word, Excel, Outlook)

Responsibilities

• Respond to incoming customer queries via phone, email, or chat
• Identify customer needs and help customers troubleshoot and consult on specific use cases or issues
• Replicate, analyze, and document/report product defects (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Identify when issues require further escalation and engage with offshore teams for technical issue resolution
• Share feature requests and effective workarounds with team members and/or clients
• Follow up with customers to ensure that their technical issues are resolved
• Gather customer feedback and share with leadership

Preferred Qualifications

• 1 year of experience on Customer Support Analyst/Representative position
• Experience in B2B Clients and Enterprise solutions support
• Experience in testing: checklists, bug reports, test case
• Experience in working with browser development tools: Chrome DevTool, Firebug
• Basic knowledge of API

Benefits

• Ability to work remotely
• Social package including medical health insurance
• Direct contract with US-based company
• Competitive compensation level based on the level of knowledge and experience
• 20 days per year of vacation and additional sick days, flexible PTO