Support Analyst - MoveHQ
To see similar active jobs please follow this link: Remote Customer Success jobs
MoveHQ, a division of Updater, is seeking a motivated Support Analyst to join our rapidly growing Support team. In this role, you will leverage your expertise to resolve escalated customer support issues via email, form, chat, and phone, collaborate cross-functionally with our internal teams to address customer issues quickly and satisfactorily. You’ll report to our Support Manager, who fosters a culture of diverse, creative, and passionate thinkers, and is committed to supporting your professional growth.
About the Role
Fielding inbound contacts for escalations via phone, form, and chat and email
Troubleshooting and problem solving product questions and issues
Partnering with Development and Engineering for product fixes and enhancements
Documenting and reporting - helping to create knowledge content and internal processes
Utilizing Salesforce and JIRA
Schedule:
During the first month your onboarding shift will be 9am-6pm ET Monday–Friday
After onboarding your schedule will be 2-11pm ET Monday - Wednesday; 8-5pm ET Saturday and Sunday
About You
3+ years’ experience in Product Support for external customers
Understanding of the relationship between Support and Product & Engineering teams
Experience at a SaaS company preferred
Experience working on smaller teams with multiple, competing priorities
Experience with Salesforce and JIRA
Candidates must be US based
The new hire salary range for this position is $56,438-$70,000 annually. Factors which may affect the starting pay within this range include skills, experience, and other qualifications aligned with Updater's internal leveling guidelines. This posting is anticipated to remain open until April 20, 2025.
About the job
Support Analyst - MoveHQ
To see similar active jobs please follow this link: Remote Customer Success jobs
MoveHQ, a division of Updater, is seeking a motivated Support Analyst to join our rapidly growing Support team. In this role, you will leverage your expertise to resolve escalated customer support issues via email, form, chat, and phone, collaborate cross-functionally with our internal teams to address customer issues quickly and satisfactorily. You’ll report to our Support Manager, who fosters a culture of diverse, creative, and passionate thinkers, and is committed to supporting your professional growth.
About the Role
Fielding inbound contacts for escalations via phone, form, and chat and email
Troubleshooting and problem solving product questions and issues
Partnering with Development and Engineering for product fixes and enhancements
Documenting and reporting - helping to create knowledge content and internal processes
Utilizing Salesforce and JIRA
Schedule:
During the first month your onboarding shift will be 9am-6pm ET Monday–Friday
After onboarding your schedule will be 2-11pm ET Monday - Wednesday; 8-5pm ET Saturday and Sunday
About You
3+ years’ experience in Product Support for external customers
Understanding of the relationship between Support and Product & Engineering teams
Experience at a SaaS company preferred
Experience working on smaller teams with multiple, competing priorities
Experience with Salesforce and JIRA
Candidates must be US based
The new hire salary range for this position is $56,438-$70,000 annually. Factors which may affect the starting pay within this range include skills, experience, and other qualifications aligned with Updater's internal leveling guidelines. This posting is anticipated to remain open until April 20, 2025.