Senior Support Analyst
A company is looking for a Senior Customer Support Analyst to provide advanced technical support and mentorship within a remote customer support team.
Key Responsibilities
ā¢ Solve complex technical issues for both Kami and Book Creator that frontline analysts cannot resolve
ā¢ Act as the primary expert for the support desk, handling technical escalations and leading customer troubleshooting calls
ā¢ Deliver training and mentorship to support analysts to enhance their diagnostic skills and improve resolution rates
Required Qualifications
ā¢ 3+ years of experience in a customer support or technical analyst role within a SaaS or EdTech environment
ā¢ Advanced technical aptitude with experience in troubleshooting software issues and using help desk tools
ā¢ Demonstrated ability to mentor or lead others with a patient and empathetic approach
ā¢ Experience with US K-12 and Higher Education customers is highly desirable
ā¢ A proactive mindset, capable of managing high-pressure escalations while supporting a distributed team
Apply tot his job
Apply To this Job
Key Responsibilities
ā¢ Solve complex technical issues for both Kami and Book Creator that frontline analysts cannot resolve
ā¢ Act as the primary expert for the support desk, handling technical escalations and leading customer troubleshooting calls
ā¢ Deliver training and mentorship to support analysts to enhance their diagnostic skills and improve resolution rates
Required Qualifications
ā¢ 3+ years of experience in a customer support or technical analyst role within a SaaS or EdTech environment
ā¢ Advanced technical aptitude with experience in troubleshooting software issues and using help desk tools
ā¢ Demonstrated ability to mentor or lead others with a patient and empathetic approach
ā¢ Experience with US K-12 and Higher Education customers is highly desirable
ā¢ A proactive mindset, capable of managing high-pressure escalations while supporting a distributed team
Apply tot his job
Apply To this Job