Technical Support Analyst Job at Robert Half (Minneapolis)

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

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

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