About the position
We are excited to announce an opportunity for a Senior Technical Client Support Analyst at KUBRA! This key role is designed to be the initial point of contact for clients and works with teams across the organization in the identification, troubleshooting, escalation and resolution of issues. This position may include participation in an on-call support rotation to provide 24×7 support to clients with Premium support agreements. This is a HYBRID role located in Tempe, AZ.
Responsibilities
- Review and react to client support and operational issues, assisting the team with initial triage, understanding of client implementations, and resolution of problems
- Manage communications with clients throughout the life of a request and coordinate with developers and others to address issues
- Coordinate with various internal teams as necessary, including Product Development, Network Services, Service Delivery, Sales, and Marketing teams
- Provide on-call after hours support on a rotating basis
- Lead weekly case review with key clients
- Work on special projects as required
- Conduct internal reporting on Key Performance Indicators (KPIs) for cases under management
- Perform configuration and code changes on existing applications to meet customer needs
- Develop and document new troubleshooting procedures as necessary
- Build and maintain knowledge of supported products and implementations
- Participate in mentoring and guidance for Technical Client Support Analysts
- Assisting Team Lead in creation of Root Cause Analysis Documents
- Travel to client sites as required to participate in meetings and workshops and gather notes, action items, and related details in collaboration with Service Delivery teams
- Other duties as assigned
Requirements
- 5+ years of experience in Customer Service, software/IT support, or as a skilled user of enterprise software
- Associate’s degree or equivalent work experience demonstrating professional communication and inter-office skills
- Demonstrated experience with and aptitude for troubleshooting technical problems
- Understanding of servers, networks, enterprise software, and data integration between enterprise applications
- Experience with enterprise software in a support or advanced business user role
- Basic Linux command line skills
- Ability to create and edit HTML and embedded CSS, particularly for use in emails
- Experience with reporting from enterprise applications and data
- Successful candidates must be able to demonstrate their experience designing and implementing information access solutions on Windows OS using the following tools: Visual Basic, C++, SQL Server, Access, ASP, ASP.Net, C#, JavaScript, HTML and CSS OR the ability to create and run SQL queries, make minor changes to Java code, and create or modify HTML documents
Nice-to-haves
- Diploma or Degree in Computer Information Systems or related program is preferred
- Familiarity with cloud/virtualized environments (such as AWS, Azure, DigitalOcean, or Google App Engine), relational databases, SQL queries, basic syntax, and Java code is preferred
Benefits
- Award-winning culture that fosters growth, diversity and inclusion for all
- Paid day off for your birthday
- Free LinkedIn Learning subscription
- Bi-annual performance-based bonuses
- Continued education with our education reimbursement program
- Flexible schedules
- Free unlimited access to our refreshment stations (fully stocked with tea, coffee and other beverages)
- Two paid days for volunteer opportunities
- Free on-site Fitness center
- Access to a ‘Tickets at Work’ membership
- A free premium membership for ‘Headspace’; an app geared towards mental health and wellbeing
- 401k Matching
