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Support Analyst

2 months ago

Houston, United States Onit Full time
Job DescriptionJob DescriptionOnit is hiring a Support Analyst on our fast-growing Support team We are looking for a problem solver with a strong technical background. The ideal candidate enjoys helping others, is adept at understanding and addressing technical issues, and can communicate complex ideas clearly and simply.

Location: Remote

Responsibilities:
  • Provide front-line and ongoing technical support for all Onit products.
  • Field customer inbound emails, phone calls, and chat support queries through our CRM tool.
  • Host screen shares to help diagnose problems.
  • Responsible for identifying, troubleshooting, and verifying product defects. Report these issues to Product Management or Engineering through Jira for prompt resolution or future review. 
  • Educate users on all the functions and features of our system.
  • Provide feedback and suggestions on product features, product performance, alternative solutions and market trends.
  • On-call rotation.
  • Proactively assists and supports colleagues to ensure seamless teamwork and cross-department collaboration.
  • Participate effectively as an individual and team contributor within a multifaceted technology environment.

Skills/Qualifications:
  • 2-4 years of related technical support or software implementations experience in SaaS software.
  • Enthusiasm and a willingness to learn about our customers’ business requirements and expectations.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Investigative curiosity and root cause analysis skills.
  • Specific experience in the legal world is a plus, but not required.
  • Excellent verbal and written communication skills.
  • Excellent Microsoft Office Suite and general documentation proficiency (e.g. high proficiency in Microsoft Word functions is a plus)
  • Experience with CRM tools like Zendesk and Jira is a plus.

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