Support Analyst

TL;DR

Support Analyst: Providing technical support for hirify.global products with an accent on resolving customer issues and requests to their satisfaction. Focus on learning and exploring new technologies within the product suite to improve service delivery.

Location: Remote (US)

Company

hirify.global is a leader in cloud-based tools for digital transformation.

What you will do

• Provide technical support for Upland products.
• Interact with customers via phone/email to provide effective service and support.
• Report product or solution problems to engineering and follow-up on resolution.
• Execute installations and upgrades.
• Identify areas for improvement and make constructive suggestions for change.
• Ensure customer satisfaction through reporting, follow-up, and appropriate problem closure.

Requirements

• College Diploma or University Degree in CS or IMS related field OR equivalent experience.
• Knowledge of Windows Operating Systems, telephony, networking, Internet, and web servers.
• Ability to work independently and cooperatively as a team.
• Ability to listen, understand, and handle customer inquiries, problems, or complaints in a timely manner.
• Excellent organizational and analytical skills.
• Good problem-solving and time management skills.
• Excellent flexibility and change management skills.
• Demonstrates interest to learn.

Nice to have

• Background in entry level programming (HTML/Java/.NET).
• Experience supporting SaaS applications.
• Knowledge of 3rd party applications such as Salesforce, Microsoft CRM, ServiceNow.
• Advanced knowledge of Networking.
• Network or MS Certifications.
• Experience in the Knowledge Management space.

Culture & Benefits

• Global culture of growth and possibility.
• Smart, creative teams who love working together.
• Passionate and proactive work environment.
• Remote work is supported.