Support Analyst

Summary

Join MoveHQ, a division of Updater, as a Support Analyst and leverage your expertise to resolve escalated customer support issues through various channels. Collaborate with internal teams to efficiently address customer needs and contribute to a positive customer experience. You will report to the Support Manager and work in a supportive environment that values professional growth. This role requires 3+ years of experience in product support and familiarity with Salesforce and JIRA. The position offers a competitive salary and a comprehensive benefits package, including unlimited PTO, various insurance options, and parental leave.

Requirements

• 3+ years’ experience in Product Support for external customers
• Understanding of the relationship between Support and Product & Engineering teams
• Experience with Salesforce and JIRA
• Candidates must be US based

Responsibilities

• Field inbound contacts for escalations via phone, form, and chat and email
• Troubleshoot and problem solve product questions and issues
• Partner with Development and Engineering for product fixes and enhancements
• Document and report - help to create knowledge content and internal processes
• Utilize Salesforce and JIRA

Preferred Qualifications

• Experience at a SaaS company
• Experience working on smaller teams with multiple, competing priorities

Benefits

• Medical, Dental, and Vision Insurance
• Unlimited PTO
• 13 paid company holidays annually
• Updater Stock Options
• 401(k)
• Commuter Benefits
• Personal Wellbeing Subsidy
• New Hire Subsidy
• One Medical Membership
• Short Term Disability Insurance
• Supplemental Life Insurance
• 12 weeks of Primary Caregiver Parental Leave