Support Analyst I

TL;DR

Support Analyst I: Resolving complex technical and functional issues related to the Meddbase platform with an accent on troubleshooting, configuration challenges, and system behavior anomalies. Focus on maintaining high-quality support for customers and collaborating with cross-functional teams.

Location: United Kingdom

Company

hirify.global helps customers see and prevent risks across their operations in real time.

What you will do

• Respond to escalated customer issues via phone or email, providing timely and accurate resolutions.
• Troubleshoot advanced technical and functional issues, including configuration challenges, workflow inconsistencies, and system behavior anomalies.
• Coordinate with the Technical and Functional Advocate teams to ensure efficient issue escalation and resolution.
• Log all support cases with detailed notes and updates in the customer support system.
• Maintain regular communication with customers, providing proactive updates and managing expectations.
• Contribute to improving support processes and recommending enhancements to workflows and documentation.

Requirements

• A bachelor’s degree in a related discipline or equivalent experience.
• Substantial experience in a software support, customer support, or technical help desk role.
• Strong analytical abilities with demonstrated experience identifying root causes and proposing effective solutions.
• Excellent customer service orientation with outstanding verbal and written communication skills.
• Advanced understanding of cloud-based software systems and proficiency in learning new technical information quickly.
• Willingness to work in a rotating shift schedule, including evenings, weekends, and holiday cover, as required.

Culture & Benefits

• An opportunity to work in a values-driven, performance-oriented, dynamic, and growth-focused culture.
• Support for a remote working environment with a one-time home office allowance and subsidized monthly internet allowance.
• Competitive health benefits, dental plans, and retirement savings plan.
• Annual fitness allowance.
• Mental health support through access to Calm Premium meditation app and Talkspace.
• Access to Udemy, internal training programs, annual training allowance, and certifications.