Client Support Analyst
2 weeks ago
The dynamic field of scientific inquiry thrives on individuals 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, innovation, and society. Our commitment is further strengthened by our reliable, integrated, and user-friendly technology that provides outstanding value, along with 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 of Cayuse's strength lies in our values focused on customers and employees, along with our dedication to delivering industry-leading solutions. This is an exciting opportunity to become an integral part of our expanding team.
We are looking for a motivated individual to help us continue to serve and satisfy our growing customer base. If you have a passion for assisting others, possess strong communication abilities, enjoy problem-solving, and thrive in a fast-paced environment, you may be an excellent match for our organization.
Key Responsibilities
- Engage with clients to collect information and resolve support-related inquiries
- Professionally manage incoming phone calls from clients
- Address support tickets via email
- Ensure prompt responses to client questions
- Create documentation for both 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
- Act as a subject matter expert to assist other departments
- Provide feedback on new features
- Contribute to special projects as assigned by management
Expected Deliverables
- Resolve client inquiries while meeting established goals
- Update or enhance documentation related to product usage
- Manage 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
- Knowledge of Zendesk and Jira
- Proficient in Google Suite
- Minimum of 2 years of experience as a Product Support Specialist
- Must reside 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 supporting 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 differences are celebrated, and we are empowered to strive for excellence. We take pride in being an equal opportunity employer and actively seek to recruit, develop, and retain a diverse and talented workforce.
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