Support Analyst

Summary

Join Onit, a company redefining the future of legal operations through AI, as a Support Analyst. This role involves providing world-class technical support to clients using Onit's product suite via phone, email, and online channels. The ideal candidate enjoys problem-solving, possesses a technical background (Onit provides product training), and can clearly explain complex concepts. Responsibilities include providing front-line product support, maintaining expert product knowledge, managing software subscriptions, offering product feedback, and working collaboratively within a fast-paced environment. The position requires 1-3 years of related technical support experience (SaaS preferred), excellent communication skills, strong organizational abilities, and Microsoft Office Suite proficiency.

Requirements

• 1-3 years of related technical support is preferred (SaaS software preferred)
• Demonstrated ability to quickly understand technical and architectural configurations in support of hosted solution deployments
• Excellent verbal and written communication skills
• Detail-oriented with strong organizational skills
• Excellent Microsoft Office Suite and general documentation proficiency
• Ability to multi-task and prioritize across several projects simultaneously

Responsibilities

• Provide front-line and ongoing product and technical support for Onit’s products and solutions
• Develop and maintain expert knowledge on Onit’s product suite
• Install and manage account software subscriptions on multiple hosting platforms
• Provide feedback and suggestions on product features, product performance, alternative solutions and technology changes to support our solution set
• You enjoy working in a fast paced-and dynamic environment, with minimal oversight and direction
• You take responsibility for projects end-to-end, from idea to completion
• Provide assistance to colleagues where needed
• Participate effectively as an individual and team contributor within a multifaceted technology environment
• Support delivery and implementation services as necessary

Preferred Qualifications

Knowledge of Hosting platforms (AWS, Azure, etc) a plus