Technical Business Analyst II

Summary

The job is for a Support Analyst at Clariti, a company that empowers governments to deliver exceptional citizen experiences. The role involves providing first-line technical support, troubleshooting and resolving technical issues, contributing to the knowledge base, and communicating effectively with non-technical customers.

Requirements

• Bachelor’s degree or diploma in Computer Science, Information Technology, related field or technical experience in a customer facing role
• Basic understanding of SaaS, cloud computing, and IT infrastructure concepts
• Strong desire to help and support customers. Excellent interpersonal and communication skills, both verbal and written
• Ability to analyze and resolve technical issues independently or with guidance from senior team members
• Adaptability: Ability to thrive in a fast-paced environment and quickly learn new technologies and processes
• Team Player: Collaborative mindset with a willingness to assist team members and contribute to team goals

Responsibilities

• Own the complete end-to-end customer experience by acting as the point of reception for technical problems escalating as needed to Clariti team members
• Provide first-line technical support to customers via, email, and ticketing system
• Troubleshoot and resolve technical issues related to our SaaS products, escalating more complex issues to senior support team members when necessary
• Accurately document all customer interactions and troubleshooting steps in our CRM system
• Contribute to the development and maintenance of our knowledge base articles to facilitate self-service support for customers
• Communicate technical information effectively to non-technical customers, ensuring they understand solutions and next steps
• Work closely with cross-functional teams including product development and QA to escalate and resolve issues, and advocate for customer needs
• Stay updated on product features, enhancements, and industry trends to provide accurate information and support

Preferred Qualifications

• Previous experience with Salesforce.com CRM and its technologies
• Experience interfacing with product, development and QA teams
• Experience in end-user training and documentation
• Comfortable interacting with all levels of customers and partners
• Ability to multi-task and perform effectively under pressure
• Experience with database and relational data structures

Benefits

• 100% ‘remote-first’ Work Environment
• Flexible Work Hours
• Competitive Total Compensation
• Personal Time Off (PTO). - we offer our team 29 days of paid time-off  (broken down as 3 weeks of vacation + 8 flex days + 2 holiday observance days + 4 team appreciation days)
• Comprehensive Extended Benefits package. - including coverage for medical, dental and vision - starting on day one!
• $500 Annual Wellness Spending Account. - (prorated based on start date) for team members' personal health and wellbeing
• An Annual Professional Development budget,. and high potential for growth and continuous learning
• Team Building Initiatives. - in partnership with leadership and our People & Talent team, we have a culture committee who regularly host events and activities to support team socials and engagement
• Onboarding & Quarterly WFH budget. - we provide each of our team members with $300 to get started, and $150 per quarter (adjusted based on CAN or US location) to spend towards home office expenses, co-working memberships, or anything they need to make their personal work space comfortable
• Tech Tools and Stack. - we provide the team with a Mac (or PC where necessary), and for regular collaboration and day-to-day work management, we use Google Workspace, Zoom, Slack, Confluence/Jira, Lattice, Rippling and Greenhouse