Technical Support Analyst
New
S
Sierra InteractiveReal estate SaaS
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1–3+ years of experience in customer support, technical support, product support, or customer success within a SaaS environment.
- Required Skills
- HTMLCSSJavascriptRESTful APIsJSON
Requirements
- Have a high school diploma or GED.
- Have 1–3+ years of experience in customer support, technical support, product support, or customer success within a SaaS environment.
- Understand IT fundamentals, including hardware, software, networking, and internet technologies, and have experience troubleshooting technical issues.
- Demonstrate logical thinking, including understanding variables, loops, conditional logic, and basic data manipulation.
- Be able to independently learn unfamiliar software, tools, and technical concepts.
- Have hands-on experience with or strong interest in GenAI tools, low-code/no-code platforms, and workflow automation tools.
- Be familiar with HTML, CSS, JavaScript, APIs, JSON, and DNS.
- Have experience with HubSpot or comparable help desk platforms, Atlassian tools, CRM systems, Windows, and Google Workspace.
- Be comfortable taking improvements from scoping and building through testing, documenting, deploying, and maintaining.
- Communicate technical concepts and workflows clearly and handle customer concerns with patience and professionalism.
- Be comfortable and productive working in a fully remote environment.
Responsibilities
- Provide technical, educational, and account management support through phone, email, and other support channels.
- Investigate, troubleshoot, and document technical issues, collaborating with platform experts and other teams to resolve problems.
- Use internal resources, knowledge bases, and team expertise to deliver accurate, timely solutions.
- Recognize at-risk customers and contribute to their recovery and success.
- Identify workflow opportunities to reduce manual effort through automation, AI, and process improvements.
- Design, build, test, and implement automation-driven solutions, scripts, and workflows.
- Develop and maintain internal and customer-facing documentation and repeatable processes.
- Share customer feedback and recurring issues to inform platform functionality, product development, and customer experience.
- Collaborate cross-functionally to improve Support operations, tools, and workflows.
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