Product Support Analyst

PRODUCT SUPPORT ANALYST, TYPE 2

OrangeGrid is looking for a hardworking, dependable, passionate, fun-loving, happiness seeking, Product Support Analyst to be part of our growing family. If this describes you, by all means keep reading! We want you!

We expect a lot, but we give a lot. Here’s what we want from you:

Responsibilities:

Client Engagement / Support / Customer Service / Communication

· Act as a Single Point of Contact (SPOC) for all Incidents and Service Requests.

· Operational support for incidents and service requests.

· Create internal tickets, gather additional information, diagnose, troubleshoot, and provide functional workarounds for end-user issues. Where appropriate, escalate tickets to Engineers for additional help.

· Assist with Internal UAT testing and any ongoing testing needs

· Assist Configuration Engineers and bridge any coordination gaps/needs we might have on operations side between client and technical team.

· Help maintain a knowledgebase of recurring issues and solutions while providing regular feedback to Configuration Engineers and Developers to help resolve the underlying root causes.

· Proactively manage customer issues, provide appropriate solutions and alternatives in a timely manner, and demonstrate exceptional follow-up to ensure resolution.

· Contribute to the knowledgebase, making sure it is up-to-date and relevant.

· Assist with planning and testing of application and configuration changes.

· Build sustainable relationships and trust with customer accounts through open and interactive communication.

· Maintain efficient and effective communication between client and support teams.

· Ensure compliance with Service Level Agreements as contractually documented.

· Demonstrate knowledge and understanding of OrangeGrid Core Platform and Processes.

· Identify with and become accustomed to products and systems used by assigned customers.

· In addition to the above, this role can also assist Configuration Engineers with some easier configuration on non-production. Familiarity with database concepts and SQL experience will be a plus, but not a requirement.

Qualifications & Experience:

· Minimum 3 to 5 years of client relationship experience

· Support experience in Financial Services industry a big plus

· Organizational and administrative skills, including problem solving and analytical skills

· Excellent proactive communications and planning skills

· Knowledge and experience working in support of highly configurable SaaS platforms

· High level of business acumen

· Quick thinking and effective decision making

· Self-motivated and a drive to succeed

· Work proactively with a minimal level of direct supervision

· Autonomous/Independent — enjoys working with little direction

· Ability to assist with technical projects and partner with internal resources to solve technical issues

· Strong relationship / customer management skills: experienced with multiple dedicated clients in technical support environment

· Ability to multitask and prioritize job requirements; planning and coordination management

· Strong personal interaction, presentation, and phone interaction skills

· Always using professional level etiquette

Here’s what we give to you:

https://orangegrid.com/careers/

Job Type: Full-time

Pay: $65,000.00 – $75,000.00 per year

Benefits:

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