Remote Technical Support Analyst

Summary

Join Urbint as a Support Analyst and work with our enterprise customer base to help achieve their safety and damage prevention goals by solving complex inquiries raised by our customers with Urbint’s AI powered software products and services.

Responsibilities

• Work with our enterprise customers to resolve technical and complex inquiries with Urbint’s AI powered software products
• Provide timely and accurate technical support to clients experiencing issues with our SaaS products via email, chat, phone, and ticketing systems
• Troubleshoot and resolve technical problems, escalating complex issues to the appropriate teams if necessary, and ensuring the client is informed of the progress
• Develop a deep understanding of our SaaS products, their features, and functionalities to effectively assist clients and address their inquiries
• Maintain detailed records of customer interactions, issues, and resolutions, ensuring all information is properly documented for future reference
• Create & maintain customer facing knowledge base articles
• Work on a 24/7 rotating shift schedule to ensure around-the-clock support coverage, including weekends and holidays
• Continuously strive to improve the quality of support provided by identifying recurring issues, suggesting improvements, and sharing feedback with the product development team
• Ensure support service level agreements (SLAs) are achieved
• Stay up-to-date with the latest product updates and industry trends through ongoing training and self-study to better assist customers