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Application Support with SaaS and CRM- Prefer Zendesk- REMOTE!

Company: Central Point Partners
Location: Portland
Posted on: May 17, 2022

Job Description:

Company in Marlborough, MAPosition is 100% REMOTE!Needed ASAPDirect Placement- (not a contract)Must work on W2Interview by videoApplication Support Analyst with MS SQL and CRM (prefer Zendesk)MUST HAVE: Candidates must be eligible to live and work in the US Previous experience as Application Support Analyst or Customer Support Representative for a SaaS provider required Candidates must be well organized, autonomous, comfortable, and efficient working from home Excellent communications skills required NICE TO HAVE: Experience with Databases (MS SQL preferably) would be a plus Previous Zendesk experience would be a plusOur client is searching for a Application Support Consultant to provide the best possible support to our customers. They are looking for someone passionate about Software and Customer Care, someone who understands and values both the technical side of the solution and the human side of our customers and internal teams. Here are the main responsibilities for this role:

  • Ensure that our customers post implementation needs are managed
  • Ensure strong, clear communication with our customers
  • Answer customer queries and guide them in the best way to use our software for the benefit of their organization
  • Co-own the Support backlog and the speedy resolution of tickets
  • Troubleshoot software issues and fix them or create Engineering tickets as appropriate
  • Distribute the tickets to the Level 2 engineers team when required and follow their progress closely
  • Be a main point of contact as well as the escalation point for our live customers
  • Take care of the handover from Implementation to Support alongside the Senior Consultant
  • Keep the documentation up-to-date in our Zendesk portal (FAQ, articles, etc..)
  • Monitor the SLAs
    Remarks: ONBOARDING/TRAINING PROCESS: "Ride shotgun" on projects, 6-8 weeks for a couple iterations of projects, access to global support channels for UK/Euro/US. Very collaborative environment, running message boards, knowledge bases, video standing calls a couple times a week for Q&A with team. Ticket request 30-40 per week, shared by the team This role has the ability to get their hands dirty in the product, possibility to move on up to a Services Delivery Consultant or Sales Engineer. MUST HAVE: Candidates must be eligible to live and work in the US Previous experience as Application Support Analyst or Customer Support Representative for a SaaS provider required Candidates must be well organized, autonomous, comfortable, and efficient working from home Excellent communications skills required NICE TO HAVE: Experience with Databases (MS SQL preferably) would be a plus Previous Zendesk experience would be a plus

Keywords: Central Point Partners, Portland , Application Support with SaaS and CRM- Prefer Zendesk- REMOTE!, Other , Portland, Oregon

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