Technical Support Analyst

Sonio•Boston, MA

5d•$70,000 - $90,000

About The Position

Sonio is currently actively expanding in the United States. We are working with two major clinics in the country and are implementing several new clients. In this context, we're looking for a Technical Support Analyst to join our Operations team. Working with your manager, the Lead of Account Management, you will be able to implement processes and have a strong impact on customer satisfaction. For that, you’ll be the crucial link between our customers and our engineering and product teams. You'll not only resolve technical challenges but also help us make our product even better.

Requirements

Ideally, you have prior experience in a support engineer or similar role.
An empathetic communicator who can explain complex technical concepts to non-technical users.
Comfortable with technical environments, familiarity with SaaS platforms and cloud applications.
Basic SQL knowledge to assist with reporting and automation efforts.
A natural problem-solver who excels at troubleshooting software issues, providing effective workarounds, and getting to the root of a problem.
A proactive and autonomous self-starter who looks for ways to improve processes and implement automation.

Nice To Haves

Hubspot ticketing experience is appreciated

Responsibilities

Provide exceptional support: You'll be the first point of contact for our customers, providing top-notch support via phone and our ticketing system. You'll listen to their needs, resolve their issues efficiently, and ensure they leave happy.
Be a detective: You'll conduct in-depth analysis of technical problems, documenting and standardizing your troubleshooting steps to improve efficiency for the whole team.
Empower our users: You'll provide timely and accurate responses to customer questions, offering guidance and workarounds to ensure a seamless user experience.
Build our knowledge base: You'll contribute to and maintain our knowledge base articles, FAQs, and customer-facing documentation, helping our users find answers on their own.
Drive improvement: You'll monitor recurring support issues and analyze ticket data to identify patterns and opportunities to streamline workflows and implement automation.
Be the link between teams: You'll work closely with engineering and product teams to reproduce and resolve complex technical problems. You'll work with Customer Success to translate customer feedback and support trends into actionable insights that help us improve.

Benefits

⚕️Health Insurance (Medical plan, vision, dental) - up to 30,000$ per year + FSA & HSA
👵 401(k) - up 4% of your salary matched
⛑️ Life Insurance - covering 2 times your salary, up to $200k
🐣 An attractive Parental Policy for primary and secondary caregivers
🏝️ 20 PTO + 1 week offered between Christmas and New Year
🖥️ Offices in Boston (HQ) & New York (incl. free breakfast, drinks & gym)
⏰ Flexible hours & remote policies
🚎 Commuter Benefits
✈️ One offsite per year in France & regular team building with US team
🚀 Ongoing trainings and continuous opportunities for professional growth and development, specifically unlimited access to coaching