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Support Analyst

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Job Location: North America • Full time

OUR COMPANY:

At Tugboat Logic, we wake up everyday thinking about how to help our clients sell more with security by:

  • Building the easiest to use security program and business automation platform available today
  • Delivering technology and workflow that streamlines their operations and lowers costs
  • Delighting them with insights and analysis using patented proprietary techniques
YOUR ROLE:

The Support Analyst will leverage strong technical skills and equally strong customer service skills to confidently lead customers through diagnosis and resolution of simple to complex problems with a high degree of customer satisfaction. This role will partner and coordinate with other teams to provide excellent service to our customers, collaborate with colleagues with the goal of continuous improvement in the service provided to customers. Additionally, the Support Analyst will contribute to our Knowledge Base, converting answered support questions into FAQ’s, developing documentation to enhance self-service support opportunities and reduce support ticket volume.

YOUR DAY-TO-DAY:
  • Triage support requests from various mediums
  • Provide effective incident resolution with enthusiastic customer service
  • Recreate, troubleshoot and diagnose issues within a collaborative cross-functional environment 
  • Respond to support queries in a supportive and timely manner, ensuring that we meet our customer SLAs
  • Rewrite complex answers given from our subject matter and technical experts, distilling down into a meaningful and kind response to the customer
  • Communicate directly with end customers and/or partners over email, chat, video conference
  • Follow defined escalation paths to ensure proper resolution
  • Guide customers on advanced usage of the user interface and services
  • Develop How-To documentation, videos, and FAQs
  • Manage our Zendesk ticketing and knowledge base system
YOU WOULD BE A GOOD FIT IF:
  • 3+ years’ experience of working in a customer-focused (preferably SaaS-based) front line technical support environment
  • Previous experience supporting and troubleshooting software issues reported through monitoring or customer submissions
  • Excellent verbal and written communication skills to include interaction with the end customers
  • Fast learner
  • Compassionate and empathetic demeanour
  • Strong team player and individual contributor
  • Thrives in a fast-paced environment with minimal direct supervision
  • Strong problem solving and critical thinking skills
  • Flexible working hours
  • BS in CS, CE, EE or equivalent work experience of working in a customer-focused front line technical support environment
  • Exposure to technical integrations / API is an asset
  • How-To documentation, video editing or technical writing experience an asset
  • Experience with ZenDesk or customer support ticketing tools an asset
YOU CAN EXPECT FROM US:
  • A fun, fast paced and supportive work environment that respects everyone
  • Competitive compensation commensurate with your experience and skills
  • Equity participation in the company, commensurate with your role

Interested?

Do you think you are the person we are looking for to join our team? Send us an email including your motivation, and your résumé.

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