Support Analyst

Onit is hiring a Support Analyst on our fast-growing Support team! We are looking for a problem solver with a strong technical background. The ideal candidate enjoys helping others, is adept at understanding and addressing technical issues, and can communicate complex ideas clearly and simply.

Location: Remote

Responsibilities:

• Provide front-line and ongoing technical support for all Onit products.
• Field customer inbound emails, phone calls, and chat support queries through our CRM tool.
• Host screen shares to help diagnose problems.
• Responsible for identifying, troubleshooting, and verifying product defects. Report these issues to Product Management or Engineering through Jira for prompt resolution or future review.
• Educate users on all the functions and features of our system.
• Provide feedback and suggestions on product features, product performance, alternative solutions and market trends.
• On-call rotation.
• Proactively assists and supports colleagues to ensure seamless teamwork and cross-department collaboration.
• Participate effectively as an individual and team contributor within a multifaceted technology environment.

Skills/Qualifications:

• 2-4 years of related technical support or software implementations experience in SaaS software.
• Enthusiasm and a willingness to learn about our customers’ business requirements and expectations.
• Ability to multi-task, prioritize, and manage time effectively.
• Investigative curiosity and root cause analysis skills.
• Specific experience in the legal world is a plus, but not required.
• Excellent verbal and written communication skills.
• Excellent Microsoft Office Suite and general documentation proficiency (e.g. high proficiency in Microsoft Word functions is a plus)
• Experience with CRM tools like Zendesk and Jira is a plus.