Customer Support Analyst jobs in United States
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Phocas Software · 7 hours ago

Customer Support Analyst

positionUnited States
timeFull-time
remoteRemote
seniorityEntry, Mid Level
money$60K/yr - $70K/yr
date2+ years exp

Phocas Software is a profitable and growing SaaS company that focuses on delivering exceptional customer experiences. The Customer Support Analyst role is essential for ensuring customers feel confident and supported while using Phocas' Business Planning and Analytics software by providing technical troubleshooting and proactive communication.

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Comp. & Benefits

Responsibilities

Deliver exceptional customer service using remote tools (TeamViewer, VPN, RDP, Teams)
Triage and manage the support case queue via Jira, phone, and email
Troubleshoot across OS, application, database, and ETL layers
Diagnose root causes and either resolve or escalate appropriately
Validate customer data extraction, staging, and integration processes
Provide end-user guidance, training, and workaround solutions
Maintain accurate case documentation and customer records in Jira and HubSpot
Participate in major incident management and root cause analysis
Contribute to knowledge base improvements and process enhancements
Advocate for customers to ensure a seamless support experience

Qualification

Technical troubleshootingCustomer communicationSQL knowledgeJira proficiencyMicrosoft applicationsProblem-solving curiosityOrganizational skillsWritten communicationVerbal communication

Required

2+ years' experience in a product or software support environment
Experience handling support cases via phone, email, and ticketing systems
Strong troubleshooting capability across applications, databases, and data flows
Basic SQL knowledge and understanding of database design or data integration
Proficiency with Microsoft applications and general business software tools
Excellent written and verbal communication skills
Highly organized with strong case ownership discipline

Preferred

Experience working remotely in a global organization
Financial, Accounting, or ERP knowledge advantageous
Customer-first mindset with strong problem-solving curiosity

Benefits

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long Term Disability
Training & Development
Work From Home
Wellness Resources

Company

Phocas Software

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Phocas is a SaaS company delivering an all-in-one BI and FP&A platform built for wholesale distribution, manufacturing, and retail businesses.
dateFounded in 1999
location
Coventry, Coventry, GBR
people-size201-500 employees
web-link
http://www.phocassoftware.com/

Funding

Current Stage
Growth Stage
Total Funding
$41.91M
Key Investors
Accel-KKREllerston CapitalOneVentures
2025-10-15Private Equity
2025-10-15Acquired
2021-01-28Series Unknown· $34.52M

Leadership Team

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Blair Cassidy
Chief Product & Technology Officer
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Michael Grantham
Head of Technology
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Recent News

Venture Capital Firms
Phocas Software receives strategic investment from Accel-KKR to fuel middle-market BI and FP&A innovation and growth
2025-10-16
Morningstar.com
Phocas marks a decade as a Built for NetSuite (BFN) partner
2025-04-23
Business Wire
Phocas Software moves into financial planning and analysis (FP&A) category innovating on its business intelligence capability
2024-06-04
Company data provided by crunchbase