Product Support Analyst

LogicGate

13h•$55,000 - $67,000•Remote

About The Position

LogicGate® is the leading AI GRC platform for the Enterprise, helping governance, risk, and compliance teams limit surprises, strengthen resilience, augment program performance, and confidently quantify impact and business value. Built to provide a centralized view of risk and compliance, with AI intelligence woven into the platform's core, LogicGate delivers real-time insights and actionable data to help drive current business decisions, with the flexibility to scale alongside evolving business needs. Recognized as a Leader in the GRC Market, LogicGate continues to further solidify its position as a best-in-class platform. At LogicGate, our people are the foundation of everything we do. We are committed to delivering an exceptional experience for our employees and our customers by empowering and enabling our people to take ownership, make an impact, and deliver their best work. We are looking for a savvy communicator to join our growing Product Support team. In the role of Support Analyst, you will have a direct impact on the business by guiding, teaching, and empowering our customers. You’ll need to build a strong relationship with our product, as your knowledge will be a driving force in the success of our customers, so previous experience in a SaaS technical support role is a plus. Equally important, you’ll need to use your exceptional communication skills to provide assistance to customers with varying degrees of technical acumen. The Product Support team at LogicGate is small but established. As part of the Product Support team, you will be working closely with your teammates, as well as the wider organization, in order to provide the best possible solutions to our customers’ needs. This role is a great fit for someone who is detail-oriented, passionate about communication, and adept at innovative problem-solving. We are currently looking for a remote, US-based candidate. LogicGate is based in Chicago and operates within CST hours.

Requirements

1+ years experience in the technology industry or a B2B SaaS startup environment preferred
Ability to reduce a complex topic to a few simple steps and appreciate seeing customers become more successful because of your help and teaching
You are quick to learn new technologies and are excited to share your passion for technology and software with others
You are a skillful communicator, and recognize the opportunity for every interaction to be a positive one
You always have the customer’s needs in mind and help us find ways of making our processes more customer friendly
You have excellent organizational skills with the ability to prioritize, manage, multi-task, and execute projects cross-functionally
Experience with some of the key softwares utilized by LogicGate’s customer-facing groups: Zendesk or equivalent ticketing system Salesforce or equivalent CRM platform Pendo, Tableau, or equivalent BI tool Jira or equivalent PM tool Slack, Google Workspace or equivalent productivity tools

Responsibilities

Become an expert at using and troubleshooting the LogicGate RiskCloud platform
Provide excellent support to customers by handling inquiries, troubleshooting product-related issues, and advising on product best practices
Follow (and help develop) processes that improve our customers’ experience
Collaborate with Customer Success to resolve customer issues to ensure customer happiness, retention, and adoption
Partner with Engineering and Product teams as needed to troubleshoot issues, bugs, or provide customer feature request feedback