Support Analyst

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Wellspring Worldwide

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏢 Enterprise

☁️ SaaS

🤝 B2B

💰 Private Equity Round on 2022-07

Enterprise • SaaS • B2B

Wellspring Worldwide is a company that powers world-class innovation management and technology commercialization programs. They serve leading corporations, universities, and government agencies by offering solutions in tech transfer, innovation management, tech scouting, and IP management. Wellspring provides tools and advice to manage R&D programs, technology portfolios, and corporate intellectual property. Their services include data and operations support, IP commercialization, and technology licensing. With 17 years in business, Wellspring is trusted by hundreds of organizations to handle millions of patents and trademarks and execute thousands of licenses online.

📋 Description

• Serve as the first point of contact for inbound customer support requests via Salesforce Service Cloud, managing cases from intake through resolution. • Triage, categorize, and prioritize support tickets based on severity, customer tier, and business impact. • Investigate and resolve product issues independently; escalate to the Senior Support Analyst or Product/Engineering when a case exceeds scope. • Maintain thorough, accurate case notes and resolution documentation in Salesforce and Jira. • Deliver 1:1 product training to existing users, including platform walkthroughs, feature Q&A, and workflow guidance, for Evolve, Sophia, Scout, and Flintbox, where online 1-to-many training offerings are not yet available. • Coordinate with Customer Success Managers, who own strategic enablement and executive-level reviews, to ensure training coverage aligns with customer’s goals. • Build deep working knowledge of all supported Wellspring platforms and stay current on product releases, configuration updates, and known issues. • Identify recurring issues or patterns in the ticket queue and surface them to the Senior Support Analyst or Product team with supporting data. • Log reproducible bugs in Jira with complete context and steps to reproduce. • Communicate clearly with CSMs, Product, Engineering, and Implementation teams when issue resolution requires cross-functional involvement.

🎯 Requirements

• Bachelor’s degree preferred, or equivalent experience in a customer-facing support or technical role • 1–3 years of experience in a SaaS support, customer success, or technical services environment • Strong written and verbal communication skills; able to explain complex product behavior clearly to non-technical users. • Organized and detail-oriented with the ability to manage multiple open cases simultaneously. • Comfortable working in a fast-paced environment with shifting priorities. • Preferred Experience with Salesforce for case management or CRM tracking. • Experience with Evolve, Sophia, Scout, and/or Flintbox. • Familiarity with Jira for bug logging or project tracking. • Background supporting enterprise or institutional customers (higher education, research, government). • Exposure to IP management, technology transfer, or innovation management software.

🏖️ Benefits

• Professional development opportunities