Elixir Technologies · 6 days ago
Technical Support Analyst
United States
Full-time
Remote
Entry, Mid Level
$55K/yr - $60K/yr
2+ years expElixir Technologies is seeking a Technical Support Analyst to provide timely and accurate Tier 1 support to customers on their products and custom solutions. The role involves diagnosing and troubleshooting product-related queries, collaborating with cross-functional teams, and ensuring customer satisfaction through effective communication and resolution of issues.
Enterprise SoftwareSaaSSoftwareProperty & Casualty InsuranceInformation TechnologyInsurance
Responsibilities
Communicate with customers on the issues through the support portal, emails, calls, and online conferencing tools, and provide support
Collect detailed information from the customer to categorize the severity of issues and to determine the best resolution by asking targeted questions to quickly understand the root of the problem
Identify, troubleshoot, and resolve technical issues in the product
Document, prioritize, and track all open issues via Elixir’s service cloud systems, and ensure issues are resolved according to the customer’s Service Level Agreement (SLA)
Properly escalate unresolved issues to appropriate internal teams like Engineering, Cloud, and Licensing
Ensure customer satisfaction through prompt and accurate feedback with a swift resolution and follow up to the customer
Always maintain professional and collaborative working relationships with customers and internal teams that contribute to retaining customers
Maintain any training or certification as required, including compliance, annual refresher, policy, or job-specific training
Embrace and sustain a work environment that supports Elixir’s core values: Community, Learning, Integrity, and Pioneering
Qualification
Required
2-3 years of relevant experience in Saas
Excellent verbal and oral communication skills
Analytical thinking, troubleshooting, and problem-solving skills
Attention to detail
Strong time management
Ability to maintain professionalism while working under pressure with competing priorities
Ability to exercise judgment in the absence of defined procedures and practices to determine appropriate actions
Preferred
Bachelor's degree in computer science is a plus
ITIL Foundation Certification is a plus
Experience with Salesforce and Jira
Familiarity with Postman and REST APIs is a strong plus
Comfort using browser developer tools F12 to debug scripts, analyze network activity, inspect tokens, and troubleshoot UI issues
Company
Elixir Technologies
Elixir Technologies provides technology and services that help organizations improve communications to their members and customers by streamlining processes and reducing operational costs.
201-500 employees
H1B Sponsorship
Elixir Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2022 (1)
2021 (1)
2020 (2)
Funding
Current Stage
Growth StageLeadership Team
Tarek Harry
Chief Executive Officer
Basit Hamid
Co-Chairman/Founder
Recent News
Company data provided by crunchbase