Technical Support Analyst
Unanet
•$70,000 - $80,000•Remote
About The Position
Our growing Support Team is looking for a Technical Support Analyst who thrives in an AI-augmented environment. You will leverage intelligent tools for ticket triage, trend detection, and knowledge management, freeing you to focus on complex troubleshooting, customer relationships, and continuous improvement of our AI-assisted workflows.
Requirements
- 3+ years of software technical support experience
- Strong verbal, written, and customer-facing communication skills
- Ability to provide both written and verbal technical support to customers, leveraging ticketing software, email, and web meetings
- Strong interpersonal and team skills, including ability to work remotely and cross-functionally with subject matter experts to formulate responses to customers
- Ability to properly document actions taken to resolve a customer issue
- Ability to use AI-assisted knowledge retrieval to identify and apply known resolutions, and provide feedback to improve accuracy
- Ability to work from 9:00am – 6:00pm ET
Nice To Haves
- Experience using AI-assisted support tools to accelerate troubleshooting, identify ticket trends, and improve response quality while applying sound judgment to validate outputs before they reach customers
- High level of initiative with the ability to work autonomously or in a team environment
- Prior experience supporting enterprise web or mobile applications
- Prior experience with SQL, with demonstrated ability to write basic queries
Responsibilities
- Evaluate and troubleshoot client issues
- Set clear expectations and provide timely, meaningful updates on active issues
- Demonstrate strong case ownership from intake through resolution
- Coordinate phone calls, emails, and meetings to support our customers
- Participate in release-verification tasks
- Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution
- Troubleshoot both web and mobile application issues that may arise
- Identify ticket trends, and proactively address potential issues
- Act as the voice of the customer by capturing business impact
Benefits
- employee equity
- discretionary bonus compensation
- employee benefits plans and programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
