Support Analyst

Summary

Join FORM as a proactive Support Analyst to provide exceptional technical support to B2B customers using FORM applications. You will be the first point of contact for customer issues, resolving problems, guiding users, and ensuring seamless user experience. Responsibilities include providing support via phone, email, and chat; diagnosing and troubleshooting issues; tracking and documenting details; escalating issues to technical teams; writing and maintaining support documentation; using browser developer tools; utilizing help desk and collaboration tools; prioritizing and managing multiple issues; and contributing to team knowledge. Requirements include 1+ year of experience in a software support, customer service, or analyst role; experience supporting enterprise software or B2B clients; strong communication skills; a solution-oriented mindset; ability to multitask and work independently; proficiency in MS Office; understanding of client-server applications; and willingness to learn and collaborate. Benefits include work equipment, generous PTO and paid holidays, health, dental, and vision insurance, 401(k) plan, and learning and development opportunities.

Requirements

• 1+ year of experience in a software support, customer service, or analyst role
• Experience supporting enterprise software or B2B clients
• Strong written and verbal communication skills
• A helpful, empathetic, and solution-oriented mindset
• Ability to multitask, stay organized, and work independently
• Proficiency in MS Office (Excel, Word, Outlook)
• Understanding of client-server applications
• Willingness to learn and collaborate in a team-oriented environment

Responsibilities

• Provide support via phone, email, and chat for FORM’s applications
• Diagnose and troubleshoot customer issues with clarity and care
• Track and document issue details, steps taken, resolutions, and root causes
• Escalate and collaborate with technical teams as needed
• Write and maintain support documentation including test cases, bug reports, and checklists
• Work with browser developer tools (Chrome, Firefox, Safari) for diagnostics
• Use help desk and collaboration tools such as Zendesk, Slack, and Zoom
• Prioritize and manage multiple customer issues efficiently
• Contribute to team knowledge and help boost team morale

Preferred Qualifications

• Familiarity with Looker, Salesforce, or CRM tools like Zendesk
• Experience working with offshore teams
• Ability to handle client escalations and serve as the main point of contact

Benefits

• Work equipment
• Generous PTO and paid holidays
• Health, dental, and vision insurance
• 401(k) plan
• Learning and development opportunities