Technical Support Analyst

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $70k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Unanet

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

🏢 Enterprise

🏛️ Government

💰 Private Equity Round on 2022-12

SaaS • Enterprise • Government

Unanet is a provider of ERP and CRM solutions specifically designed for project-driven companies in sectors such as government contracting, architecture, engineering, and construction. Their comprehensive platform unifies projects, people, and financials and is intended to boost efficiency, drive growth, and enable smarter decision-making for their clients. Unanet focuses on delivering real-time insights, resource optimization, and maintaining compliance across industries, empowering teams to work smarter. Their platform is trusted by over 4000 institutions and aims to replace disparate systems with a connected, streamlined interface.

📋 Description

• Evaluate and troubleshoot client issues • Set clear expectations and provide timely, meaningful updates on active issues • Demonstrate strong case ownership from intake through resolution • Coordinate phone calls, emails, and meetings to support our customers • Participate in release-verification tasks • Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution • Troubleshoot both web and mobile application issues that may arise • Identify ticket trends, and proactively address potential issues • Act as the voice of the customer by capturing business impact

🎯 Requirements

• 3+ years of software technical support experience • Strong verbal, written, and customer-facing communication skills • Ability to provide both written and verbal technical support to customers, leveraging ticketing software, email, and web meetings • Strong interpersonal and team skills, including ability to work remotely and cross-functionally with subject matter experts to formulate responses to customers • Ability to properly document actions taken to resolve a customer issue • Ability to use AI-assisted knowledge retrieval to identify and apply known resolutions, and provide feedback to improve accuracy • Ability to work from 9:00am – 6:00pm ET

🏖️ Benefits

• Employee equity • Discretionary bonus compensation • Participation in Unanet’s employee benefits plans and programs