Work Life Limbo · 11 hours ago

Software Support Configurations Analyst

Chesterfield, MO

Full-time

Remote

Mid, Senior Level

$85K/yr - $95K/yr

5+ years exp

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Software Development

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Responsibilities

Logistics and technical support of multiple customers leading them through the setup/configuration process

Ensure each customer can access and utilize the product to its maximum value

Partner cross-departmentally with Customer Service/Success team members and engineers as needed to execute setup/configuration

Proactively communicate with Sales Team, Customer Service Team, and the customer to plan and maintain support schedule in line with Service Agreements

Engage with customers during onboarding process, answering questions and troubleshooting issues

Communicate customer feedback to engineering team and collaborate to troubleshoot and improve product/customer journey

Collaborate with the leadership team to identify gaps in customer support processes

Leverage Jira to track customer issues and requests with other departments

Recognize support trends and suggest optimizations that may improve the customer success

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical customer supportExcel data manipulationData workflows understandingJira proficiencySaaS solutions experienceTelecom industry experienceHTMLCSS developmentTMS experienceStartup environment experienceTelecommunications experienceECommerce experienceCorporate customer supportSoft skills

Required

Technical customer and/or user support - 5+ years

Technical use of Excel to work with customer and/or user data - 5+ years

Competent understanding of data workflows such as how data interfaces with front end and backend systems

Require experience working with internal or external customers to solve technical requirements

Proven ability to partner and communicate clearly with customers through complex processes and engagements

Proficient in use of Jira, or similar collaboration tool(s)

Proven ability to manage multiple initiatives at one time

Proven ability to collaborate with other business and technical teams, such as product teams, business intelligence teams and software engineering teams.