Support Analyst

Encompass Technologies

98d • $45,000 - $60,000

About The Position

Encompass is seeking a thoughtful professional to communicate directly with Customers via phone, email and our online task system. Support analysts provide guidance on best practices for the usage of our products. Our team members analyze, debug, and resolve simple to elaborate user issues. Great analysts are passionate about finding answers and excel at Customer communication, documenting issue status, reproduction steps and progress. Our team of analysts also participates in the onboarding of new Customers and may travel to Customer sites as needed to deliver on-site training. Our Support analysts can advocate for product enhancements and fixes on behalf of their Customers.

Requirements

• Customer-facing experience, including excellent written and verbal communication skills
• Experience in supporting a software product (Preferred)
• Ability to proactively prioritize tasks
• The desire to think creatively about, dissect, and grasp complicated and abstract ideas, working with a solutions-oriented mindset to resolve issues
• Demonstrates a 'can-do' attitude, and are highly motivated
• Have experience using Windows, iOS, Internet Browsers, Android, and iOS platforms
• Demonstrates the ability to work on a team and separately, delivering high quality work on time

Responsibilities

• Assist our Customers on the Encompass platform, including troubleshooting escalated technical issues in real time and providing best practices via phone, email and chat
• Identify and communicate trending Customer/product issues to internal teams
• Advance UI/UX improvements and new functionality by surfacing client feedback to Product, Engineering with a focus on potential solutions
• Work closely and collaboratively with the full Support team to share learnings from experience to grow internal knowledge
• Inform Customers about new features and functionalities to drive utilization and retention
• Gather Customer feedback and share with our Product, Sales and Marketing teams in order to create continuous improvement on how we build and communicate about our offering
• Maintain a focus on efficiency by meeting or exceeding KPI targets including Quality Assurance stats (QA), Customer Satisfaction (CSAT), and productivity (e.g., tasks solved per day)
• Assist in training junior Support Analysts

Benefits

• Competitive salary + bonus + benefits
• Salary for US-based employees located in the below markets may expect offers in the ranges for this role: $45,000 - $60,000
• Hybrid work environment with remote work options

What This Job Offers

• Education Level: Bachelor's degree