AmpliFund · 4 days ago
Customer Support Analyst I
United States
Full-time
Remote
Entry Level
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Responsibilities
Provide customer service and troubleshooting with current customers
Diagnose, triage, and troubleshoot customer questions and problems
Proactively offer alternate solutions, tips, and solutions as viable for customer satisfaction
Speak directly with customers via phone, webinar, chat, or email utilizing customer support and troubleshooting best practices in live time
Guide customers in configuration changes within AmpliFund to support issue resolution
Recognizes consistent product problem areas and follow escalation protocols when needed
Carefully elicit, track, document, and communicate new and ongoing customer support requests and suggestions and be able to report issues and trends
Ensures timely processing of customer support requests and help resolve customer concerns
Inform appropriate teams about unresolved internal issues and relay any necessary information learned from the customer interaction.
Create or research and execute test cases to ensure solution meets the documented requirements
Review and validate project-related new development to ensure the functionality meets the approved requirements
Documents any issues identified during testing and provides results to appropriate project team personnel for resolution
Supports process for ticket management which could include resolving escalated issues arising from AmpliFund usage
Supports ticket queue coverage/staffing in all available roles
Provide a satisfactory experience for customers
Supports maintenance of customer issues logs
Assist in the more technical aspects of training, as well as in answering some customer questions.
Educate teams on the software so that they can then relay the proper training to their customers.
Provide support for customer specific configurations, troubleshooting, and implementation requests, which may include, at minimum, application configuration, workflows, reports, custom forms, custom fields, and financial management.
Interact with cross-functional teams in adherence to processes and to drive towards corporate goals
Stay current with industry standards, tools, and technologies, and apply that information to improving customer support processes
Support processes to improve upon operational effectiveness of customer support and may include assessing and managing specialized training/operational requirements for clients
Qualification
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Required
BA/BS degree or equivalent work experience
Strong attention to detail with proven analytical, data-driven, and problem-solving skills
Experience with issue/defect tracking and change management tools
High degree of comfort with technology, CRM tools, MS Office
Proficient in understanding written requirements, including use cases, supplementary specifications, and requirements traceability
The ability to interact with business clients and internal teams simultaneously to bridge gaps and manage communications
Proficiency at managing and prioritizing several client accounts and deadlines simultaneously
Strong communication skills with the ability to present information in verbal, written or visual form to a variety of audiences
Ability to self-manage and be an independent member within the larger project team
Understands how to visualize and present complex data
Experience in SaaS product platform
Non-traditional hours may be needed, but not weekends
Preferred
Experience with Jira, ZenDesk, or other similar tools
Experience in or understanding of Grants Management of the Public Sector preferred
Self-motivated, action-oriented, and actively pursues opportunities
Ability to work effectively both independently and in a team-oriented, fast-paced, collaborative, and dynamic environment
Professional in nature, reliable and punctual
Stable work history
Passionate about exceeding goals and delivering a result
Team oriented and comfortable with regular performance feedback
Organized, focused and persistent
Flexible, adaptable, and dedicated
Preference given to applicants in Cleveland, OH
Benefits
A competitive base salary plus bonus
Unlimited PTO
The ability to immediately join our benefits plan
Medical, Dental, Vision, Company paid Disability and Life Insurance, Employee Assistance Program, Financial Advisor, and 401K
Supplemented gym membership and parking/home office supplies
Remote work with an option to work in the office located in Downtown Cleveland
Referral bonus
401k Match
Flexible work options available for in-office or hybrid
Opportunity for advancement, based on performance
Company
AmpliFund
AmpliFund is a leading purpose-built full-lifecycle grant management platform for state, local, and tribal governments.
Founded in 2008
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$23.38MKey Investors
Scott FlammNorth Coast VenturesLorain County Community College Innovation Fund
2020-04-12Debt Financing· $0.35M
2020-04-09Series A· $5.34M
2016-10-27Series A· $10.5M
Leadership Team
Scott Smith
Chief Executive Officer
Company data provided by crunchbase
