Customer Support Analyst Job at Phocas Software (Costa Mesa)

Customer Support Technical Analyst

The Customer Service team provides support to our customers with a range of quer...

Location

United Kingdom , Theale (Reading)

Salary:

Not provided

Bottomline

Expiration Date

Until further notice

Requirements

2+ years working within a customer services environment or within Customer success in a SaaS environment
Experience of working within an omni-channel environment
Experience of case management within a CRM environment
Experience of multi-tasking whilst maintaining quality customer interactions
Able to work to within tight service level agreements
Able to operate in a team environment
Able to remain calm and professional under pressure
A logical and methodical approach to problem diagnosis and resolution
Resilient and self-motivated
A passion for technology with some experience of: Windows Server and Windows desktop operating systems

Job Responsibility

Assisting customers with a wide range of technical queries and providing efficient and accurate resolution
Managing queries in line within a structured case management discipline and achieving required Service Level Agreements
Working with other teams within the business to obtain resolution where you are not able to resolve the case independently
Building a knowledge base and continuous improvement of the content to support our internal teams and the customer
Providing our customers with the highest level of service to Delight them at each interaction
Responding to and resolving customer queries via phone, email, chat and the Bottomline customer care portal within set service level agreements
Updating and managing an accurate audit of each customer query within our Customer Record Management software
Managing multiple cases via a variety of communication channels at one time
Working within strict Service level Agreements
Communicating technical information in a customer friendly way

Fulltime

Customer Care Group Support Analyst

Answers technical calls from customers (company/independently owned stores and e...

Location

United States , Atlanta, Georgia

Salary:

Not provided

Genuine Parts Company

Expiration Date

Until further notice

Requirements

4 years of experience in a help desk/call center
High school diploma or equivalent work experience required
1 year of experience with incident and problem tracking service management software
Experience with SQL commands and database manipulation
Experience with automated call distributor phone systems
Experience with knowledge centered support (KCS) principles
Experience with troubleshooting network related issues (client connectivity)
Experience with Active Directory and Microsoft Office Products – O365 is a plus
Strong customer focus and orientation
Superior telephone, root cause analysis, and issue resolution skills

Job Responsibility

Answers technical calls from customers regarding company software, hardware, and network issues
Troubleshoots issues to find solution and partners with customer to solve issue together
Seeks assistance from Support Analyst II and/or Development team (Swarm) if unable to resolve
Applies fix or work around discovered during “swarming”
Creates new knowledge base articles outlining the fix/work around
Documents software defects and assign Service Now Incident to appropriate development track
Ensures positive customer experience by de-escalating customer issues and concerns
Instructs customers on proper usage of the software and hardware
Acts as customer advocate
Ensures prompt and accurate resolution of customer incidents

What we offer

We offer comprehensive benefit plans and programs designed to support your health and wellness, provide income protection and build financial security for your retirement
We offer a Flexible Work Policy that permits eligible employees to work remotely

Practice Support Analyst - Application Support

In this role, you will provide technical assistance to the Aledade App users (in...

Location

United States , Remote; Seattle; Phoenix; Albuquerque

Salary:

Not provided

Aledade, Inc.

Expiration Date

Until further notice

Requirements

Minimum of two year’s experience in troubleshooting Application issues in healthcare settings
Demonstrate basic competency in HL7 SIU and/or ADT, HIPAA X12 837, and CCDA (understand what they are used for and transmission method)
Demonstrate ability in navigating AWS S3 folders
Demonstrate basic analytical thinking, problem solving, and customer service skills (professional verbal and written communication skills (clear and concise), active listening, patience, positive language usage, handle complaints professionally, empathy)
Demonstrate characteristics of a team player
Demonstrate ability to accept constructive feedback and adapt to a change that lead to positive self-improvements
Associate Degree

Job Responsibility

Assist users via chat to solve technical problems with predefined steps
Triage incomplete tickets
Perform troubleshooting technical issues received via tickets with predefined steps as set forth for the analyst support group, such as App Access, Practice Location, Providers, Users, Patient Merges, Telehealth, etc
Execute sub-tasks of projects that are a part of the Practice Success workstream while receiving supervision from a senior member of the team

What we offer

Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options

Fulltime

Support Analyst I

As part of the support team, you will provide front-line technical support of ou...

Location

Canada , Edmonton

Salary:

Not provided

NIRIX

Expiration Date

Until further notice

Requirements

You have an attitude for customer service excellence
You passionately enjoy working with customers
You have 1-2 years of providing hands-on technical support with a particular focus on cloud and/or hosting services
Excellent and effective written and verbal communications skills. Must be fluent in English
Ability to effectively communicate issues, ideas, proposals, and solutions
Ability to work in a team environment of diverse specialization such as administration vs technical
Excellent organization skills with detail AND accuracy
Excellent documentation skills with detail AND accuracy
Ability to multi-task and manage multiple assigned tasks
Ability to understand and deliver high-quality customer service

Job Responsibility

Be the first responder for all service and support requests
Be the primary technical resource for our Onboarding team
Work collaboratively with the rest of the CustomerCare technical support team in delivering excellent and prompt customer support
Proactively monitor and analyze logs and alerts generated from our monitoring systems
Support customers with day to day oneWorkspace 365 user access
Archive user data as per request
Troubleshoot remote printing, and on-premise printing issues
Analyze mail flow and delivery issues
Basic troubleshooting of network and remote connectivity issues affecting oneWorkspace 365 user experience
Perform level 1 data restoration and recovery as required

What we offer

Paid Vacation
Personal wellness days
Flexible work arrangement
Lots of onsite parking
Discount on all major computer equipment
Company events
Paid time off
Extended Health Care
Health Spending Account
Discounted underground parking

Fulltime

Senior Support Operations Analyst

As a Senior Support Operations Analyst, you'll be the technical architect behind...

Location

United States

Salary:

111220.00 - 133422.00 USD / Year

Babylist

Expiration Date

Until further notice

Requirements

7+ years in Customer Support Operations, Business Intelligence/Analytics, or similar roles in high-growth, customer-facing environments
Strong analytical skills and operational instincts, with a track record of designing scalable processes that improve agent performance and user experience
Advanced SQL proficiency with experience writing complex queries, joins, and building data models for customer support analytics
3+ years hands-on experience with Zendesk (or Salesforce Service Cloud), including building automation, workflows, triggers, and API integrations
Proven track record implementing and optimizing AI chatbot platforms such as Sierra, Decagon, Forethought, Ada, or similar enterprise solutions
Expert-level proficiency building dashboards and reports in Sigma, Tableau, or PowerBI—able to work independently with minimal technical support
Experience integrating data across multiple systems and working with APIs
Experienced in building and maintaining reporting and performance analysis, including CSAT, cost per contact, and ROI-focused metrics
Proven ability to lead end-to-end change management for major tool rollouts and workflow changes, including stakeholder communication, training development, adoption tracking, and post-launch support
Familiar with AI support technologies and their practical integration into support systems (chatbots, knowledge base platforms)

Job Responsibility

Ensure high accuracy visibility into support performance through scalable tools (like dashboards) and internal reporting systems
Identify and work with our tech team to drive system improvements across the CS Tech stack (Zendesk, chatbots, phones platform)
Work cross-functionally with engineering, product, supply chain, and offshore support teams to identify root causes of user frustration and implement solutions
Partner with CS leadership to identify trends and key issues within our reporting frameworks and take active role in resolution
Support regular reporting cadences (weekly, monthly, quarterly), with summaries that guide cross-functional decisions
Surface actionable insights from data to support empathetic, user-centered decision-making and analyze trends across channels and issue types, supporting data-driven improvements to the support model
Drive adoption of AI-enabled workflows that reduce handle time and enhance support quality
Own and evolve self-service content, tools, and AI integrations such as Copilots and knowledge bases
Maintain ownership of CS-tools and vendor relationships, ensuring we operate on a modern, AI-enabled stack that supports scale, agent effectiveness, and automation—while optimizing for quality, usability, and value
Identify inefficiencies and recommend solutions that improve agent effectiveness and reduce user friction

What we offer

Competitive salary with equity and bonus opportunities
Company-paid medical, dental, and vision insurance
Retirement savings plan with company matching and flexible spending accounts
Generous paid parental leave and PTO
Remote work stipend to set up your office
Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

Fulltime

Application Support Analyst

The Application Support Analyst position is responsible for handling any incomin...

Location

Romania , Bucharest

Salary:

Not provided

BlackLine

Expiration Date

Until further notice

Requirements

Ability to analyze a problem and direct appropriate course of action
Professional attitude and desire to answer customer inquiries and resolve issues with patience and understanding
must be service-oriented
2+ years prior experience in a customer support position, with a focus on accounting, financial, or banking applications
2+ years Web-based applications experience and related technical knowledge--for example, SQL queries/scripting, MS Office, Ticket Management Systems, resolution of browser issues, etc.)
Bachelor's degree in related field

Job Responsibility

Coordinate with customer to determine functional requirements and determine technical solutions
Analyze data in support of proposed projects, business cases, and system requirements
Coordinate with customers and/or technical staff to resolve issues with software applications
Use accepted project management, application development and documentation standards and processes
Test, implement, document and maintain software applications
Work as a member of a team and provide support for applications
Use formalized development methodology to assure that risks to security and business process integrity are identified and mitigated
Gather the customer's information and determine the customer's issue by analyzing the symptoms and figuring out the underlying problem
Identify what the customer is trying to accomplish
Use available knowledge & resources to provide possible solutions

What we offer

A technology-based company with a sense of adventure and a vision for the future
A culture that is kind, open, and accepting
A culture where BlackLiner's continued growth and learning is empowered
BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity

Fulltime

Dedicated Technical Support Analyst

The Support Engagement Lead is a member of the Recurring Services team and is ta...

Location

Brazil , São Paulo

Salary:

Not provided

Braze

Expiration Date

Until further notice

Requirements

Bachelor’s Degree from a 4-year college or university (or similar experience-based proficiency level)
3-6 years of client-facing experience working in SaaS company
2-3 years working in Technical Support
1-2 years account management experience
Exemplary written and verbal communication skills
Unparalleled follow up skills
Ability to thrive in a highly collaborative role
Strong analytical skills regarding technical issues
Experience handling time-sensitive, pressure-intensive customer issues
Strong organizational skills with an ability to manage competing client demands

Job Responsibility

Own and assume ultimate responsibility over your named customer’s technical needs and inquiries around platform integration, performance, and troubleshooting as well as partner implementation
Be your customers’ main point of contact and trusted advisor at Braze for all things Technical
Partner with Customer Success and Recurring Services teams, taking a lead role on technical escalations and inquiries to ensure excellent customer experience and internal alignment
Deliver product value by reducing risk and removing technical barriers resulting in feature adoption and a high degree of execution within the Braze platform
Drive customer advocacy by championing for the customer’s technical needs and product enhancement requests
Work closely and get ingrained with Braze recognized partners in the customer tech stack
Proactively analyze your customer’s existing support cases to identify trends and risks with their Braze product experience
Work with customers to create a seamless experience by helping them to develop Centers of Excellence which allow them to benefit from knowledge sharing across their group
Maintain ongoing regular contact with your customers via support cases, regular check-ins, kick-offs, events and Technical Business Reviews
Work with Onboarding Managers, Technical Account Management, and Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity

What we offer

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience, designed to foster community, team connections, and innovation
Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Employee Resource Groups that provide supportive communities within Braze

Fulltime

Graduate Technical Support Analyst

As a Support Analyst you will be working closely with our customers to ensure th...

Location

United Kingdom

Salary:

Not provided

Acturis Ltd

Expiration Date

Until further notice

Requirements

Achieved a 2:1 or above at Bachelor’s-level in any degree subject
Excellent A-levels, ideally including an A in Maths
First-rate problem-solving skills
Logical, well organised, and practical
Confident and eager to take on responsibility and the ability to learn new skills quickly
The ability to work well as part of a team, seamlessly collaborating with others
Computer literate (e.g. Word, Outlook, Excel) and able to pick up new concepts
Customer-focused with an ability to build professional relationships
Strong communication skills are essential

Job Responsibility

Solving system and user problems
Resolving all questions and issues relating to the Acturis system
Advising customers on system functionality
Helping customer to configure Acturis to meet their needs
Identifying and gathering ideas for new services
Testing new software releases
Visiting customers to analyse their needs and to spot opportunities for improvement

What we offer

Structured targets, quarterly feedback and an annual performance review
Clearly defined career path
Concentrated initial training and close mentoring
Encouraged to complete industry standard training
More senior colleagues can choose courses with time set aside and the course paid for
Management team run training sessions to pass on experience and best practice

Fulltime

Customer Support Analyst

Phocas Software

Location:
United States , Costa Mesa

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
February 04, 2026

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Location:United States , Costa Mesa

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Contract Type:Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:February 04, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

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Location:
United States , Costa Mesa

Category:
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Contract Type:
Not provided

Job Posted:
February 04, 2026