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Client Support Analyst

2 months ago

Chicago, Illinois, United States Cayuse Full time
Job Overview

The dynamic field of scientific inquiry thrives on individuals who are dedicated to addressing intricate challenges. At Cayuse, we prioritize our clients' achievements by enabling organizations to engage in globally interconnected research that enhances their contributions to science, discovery, and society. Our commitment is reinforced by our reliable, integrated, and user-friendly technology that provides outstanding value, alongside exceptional service and support that accelerates results.

However, we are more than just a robust platform driven by cutting-edge technologies. We are a collective of remarkable, highly skilled professionals with diverse expertise, and we are expanding our team to support our ambitious growth objectives. The core strength of Cayuse lies in our values centered around customers and employees, as well as our dedication to industry-leading solutions. This is an exciting moment to become an integral part of our expanding team.

We are in search of a motivated individual to help us maintain and enhance the satisfaction of our current and growing customer base. If you are passionate about assisting others, possess strong communication abilities, enjoy resolving issues, and thrive in a fast-paced environment, you may be an excellent addition to our team.

Key Responsibilities

  • Engage with clients to collect information and address support-related inquiries
  • Manage incoming calls from clients professionally
  • Respond to support tickets via email
  • Ensure prompt replies to client questions
  • Create documentation for clients and internal use
  • Identify and report defects to the development team
  • Achieve service level agreements and customer satisfaction targets
  • Appropriately escalate problem tickets
  • Continuously learn about new products and features
  • Participate in daily support meetings
  • Support other departments as a subject matter expert
  • Provide insights on new features
  • Work on special projects as assigned by management

Expected Outcomes

  • Address client inquiries while meeting performance goals set by management
  • Enhance or correct documentation related to product usage
  • Manage your personal workload while aligning with company objectives

Qualifications and Skills

  • Excellent professional communication skills via phone and email
  • Proficient in troubleshooting and testing
  • Understanding of the SaaS business model
  • Familiarity with computer systems and software
  • Experience in developing training materials
  • Proficient in Zendesk, Jira, and Google Suite
  • Minimum of 2 years of experience as a Product Support Specialist
  • Located in Central or Eastern Timezone

Benefits

  • Competitive medical benefits (PPO + HSA options available)
  • Vision, dental, and short-term disability fully covered
  • Unlimited paid time off, holidays, and flexible work schedule
  • Remote work stipend
  • Equal paid parental leave
  • 401k plan with employer matching
  • Quarterly wellness reimbursement
  • Remote work environment promoting an exceptional employee experience

Cayuse does not accept agency resumes. Please refrain from forwarding resumes to our jobs alias or any Cayuse employees. Cayuse is not responsible for any fees related to unsolicited resumes.

Our culture fosters inclusion and belonging, ensuring everyone feels respected, treated fairly, supported, and nurtured. We all share the responsibility of creating and maintaining a work environment where diversity is celebrated, and we are empowered to pursue excellence. We take pride in being an equal opportunity employer and actively seek to recruit, develop, and retain a diverse and talented workforce.