Technical Support Analyst (Customer Support Consultant)

About the position

As a 1st line Customer Support Analyst, you'll be on the forefront of delivering great experiences. Helping to ensure our customers feel good about using our Business Planning and Analytics software. With a global retention rate of 97%, we aim to impress customers with an experience so good they become raving fans of Phocas and our team. And is there anything better than knowing your work has brought joy to a customer's life? Our software is MS SQL server based, we use our own mapping DB creation software and various techniques to create extraction and staging layers, and our help desk software is Jira (Atlassian).

Responsibilities

• Deliver exceptional customer service and support to resolve issues relating to Phocas products and/or their conversion (using remote online tools such as TeamViewer, VPN, RDP, etc), to Best Practice standards
• Quickly diagnose O/S and application issues and implement corrective actions and end-user training (Send more complex problems through to the appropriate team/consultants)
• Triage and process the support case queue to ensure we respond and communicate in a timely manner against SLA's. This can be via Phone (Teams) and Email/Jira as required
• Take ownership of support cases and perform detailed troubleshooting, provide workaround resolutions, root cause analysis and major incident management
• Perform detailed validation of customer ETL process and data when required to confirm/diagnose customer support issues
• Document processes and procedures and update knowledge database
• Use Jira and HubSpot for maintaining project information and contact details, to document, track, monitor, and report support cases
• Advocate for the end user; ensure they receive top quality, timely service and support
• Learn every day and have fun!

Requirements

• Commitment to resolving issues for customers; demonstrated experience dealing with support cases or requests
• Minimum 2 year experience working in a similar environment, dealing with support cases / product support or complex customer requests via email, telephone and in person
• Knowledge of Contact Management systems, Database software, Internet software and Word Processing software
• Proficient in Microsoft applications
• Strong communication skills - As well as our wonderful customers you will be willing to work closely with our USA and Australian colleagues
• Knowledge of basic SQL, data point integration, database design or data analytics
• A passion and drive to develop a career in a Software support environment
• Experience of working remotely for a global organization is preferred

Nice-to-haves

• Financial / Accounting or ERP knowledge would be a bonus!

Benefits

• Private healthcare (medical, dental, vision)
• Retirement plan (401k)
• Paid Time Off (vacation, sick & public holidays)
• Group life assurance
• 30 day work anywhere policy
• Public holiday swap
• Enhanced parental leave
• Work life balance & wellness benefits