Associate Technical Support Analyst

+80 more | Remote
Sorry, this job was removed at 11:23 p.m. (CST) on Thursday, July 28, 2022
Find out who’s hiring remotely Nationwide
See all Remote jobs Nationwide
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Our team is looking for an Associate Technical Support Analyst to provide front-line support to our growing customer base! Reporting to our Director of Technical Support, you will field customer inquiries by phone, email and chat tools in a dynamic environment and provide an outstanding experience to our customers. 

What You’ll Do

  • Respond to requests from internal and external customers for Unanet Product Support
  • Provide written and verbal front-line support for basic customer questions
  • Route tickets and track progress, providing regular updates to customers
  • Document customer interactions and create tickets for technical support questions
  • Assist with development and documentation of common customer questions
  • Extend our knowledge base of standard support responses, driving efficiencies for our team
  • Answer phones, read emails and chat requests for customer support and create tickets for second-level support
  • Become proficient with Unanet’s software, obtaining product certifications in Project Tracking and Billing/Costing
  • Work with other subject matter experts from other groups to formulate responses to customers
  • Support our West Coast clients, answering customer support phones in real time from 10:30am-7:30pm Eastern Time

Your First 90 Days

In your first 30-60 days, you will complete new hire orientation and get to know our team and how it operates. You will become proficient in Salescloud case management and  Zendesk ticketing systems. In partnership with our Director of Product Support, you will enroll in and complete Unanet product trainings.

In your first 90 days, as your understanding of our products grow, so too will your influence and impact. You will author and edit processes and procedures that will be shared across our team.

Who You Are

  • 2+ years of experience in technical support
  • Strong interpersonal and team skills
  • Desire to work in a dynamic and fast-paced environment
  • Strong verbal and written communication skills
  • High level of initiative to work individually and as part of a team
  • Proficiency with Microsoft Office applications

Your Differentiators

  • Bachelor's degree preferred
  • Prior accounting experience preferred
  • Experience using GovCon, CRM, or A/E software
  • Prior experience in a software-oriented call center

Our Values 

  • We are a Team. Employees, customers, and partners working together.
  • We are Customer-Focused. Customers are the heart of everything we do.
  • We are Driven. Seeking exceptional outcomes.
  • We Own our Success. Every employee has a stake in our company.
  • We do the right thing and have fun in the process. 

The salary range for this opportunity is $60,000 - $65,000 per year. You will be eligible for employee equity as well as discretionary bonus compensation, subject to plans that may be in effect from time to time. You will further be eligible to participate in Unanet’s employee benefits plans and programs. For more details on Unanet’s benefits offerings, please visit https://unanet.com/employee-benefits.

Unanet is proud to be an Equal Opportunity Employer. Applicants will be considered for positions without regard to race, religion, sex, national origin, age, disability, veteran status or any other consideration made unlawful by applicable federal, state or local laws.

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • dotnetLanguages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • D3JSLibraries
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • AngularFrameworks
    • DockerFrameworks
    • FlexFrameworks
    • JestFrameworks
    • KubernetesFrameworks
    • React NativeFrameworks
    • SpringFrameworks
    • TerraformFrameworks
    • Vue.jsFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • AWS (Amazon Web Services)Services
    • TableauAnalytics
    • FigmaDesign
    • InVisionDesign
    • JIRAManagement
    • Monday.comManagement
    • DriftCRM
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • OutreachCRM
    • SalesforceCRM
    • SalesLoftCRM
    • SlackCollaboration
    • ZoomCollaboration

An Insider's view of Unanet

What are some social events your company does?

In a remote-first world, our Culture Committee's focus has been on creative interactions to bring our teams together. We have monthly events like trivia, bingo, Lunch & Learns, and social hours. We also bring our employees together outside of the monthly events with coffee chats, summer events, and holiday celebrations.

Megan

Employee Experience and Operations Manager

What projects are you most excited about?

My team is working through consolidating our ticketing systems. We are already realizing the benefit of transparency across the organization. Our consolidated system gives everyone at Unanet a clear view of all aspects of a customer lifecycle. The next steps will be linking our LMS so that our customers have on place for all things Unanet!

Scott

Director, Technical Support

How has your career grown since starting at the company?

I have been able to grow my career by communicating my goals with my manager, who has given me opportunities to demonstrate my capabilities. With his support, encouragement of having transparent conversations, and Unanet delivering upon their professional development practices, I have been able to obtain my current role as Director of UX!

Trista

Director, User Experience

How does the company support your career growth?

We focus on 'owning your own career.' Our team has offered development sessions educating our employees on how they can drive their own development, have professional development conversations, and build their own individual development plans. This ultimately culminates into successful internal growth opportunities.

Stacy

Chief Human Resources Officer

What are Unanet Perks + Benefits

Unanet Benefits Overview

We’re committed to our employees and are proud to offer a variety of benefits with flexibility and wellness in mind.

Culture
Volunteer in local community
We give back to our industry and community, including by hosting events such as interview workshops with STEM for Her as well as awarding the Fran Craig Grant to fund teen mental health initiatives.
Partners with nonprofits
Our commitment to service doesn’t stop at our customers. We have strong relationships with industry-leading organizations, including Women in Technology, Professional Services Council (PSC) and SECA
Open door policy
Employee resource groups
Employee-led culture committees
In-person all-hands meetings
Quarterly, regional all-employee meetings are held in-person
In-person revenue kickoff
Summer hours
President's club
Employee awards
Flexible work schedule
We offer Summer Hours (half-day Fridays) between Memorial Day and Labor Day.
Remote work program
Our employees can work from anywhere within the United States.
Diversity
Documented equal pay policy
Highly diverse management team
Our leadership team is diverse and geographically distributed, just like our workforce. Our customers come from all walks of life, and so do our employees.
Mandated unconscious bias training
We are a stronger business and team when we embrace what makes us different.
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Today, we have both a Women @ Unanet and a Working Parents Network Group. We're supportive of new, employee-led resource groups.
Hiring practices that promote diversity
We're mindful of diversity in our hiring practices and have programs that promote it, including our Returnship, which enables professionals to return to their careers and take them to new heights!
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Set aside pre-tax dollars to help pay for unreimbursed medical/dental costs, co-pays, prescriptions, dependent care.
Disability insurance
We offer both Short- and Long-Term Disability, with monthly premium costs paid for by Unanet.
Dental insurance
We offer comprehensive dental plan options, one of which includes adult and child orthodontia.
Vision insurance
We offer vision insurance and pay 100% of the base plan monthly premiums for our employees and 50% for dependents.
Health insurance
Unanet pays 90-100% of the monthly premium for employees and > 50% for dependents. Today, we offer three medical plans, including a high-deductible plan which enables you to enroll in an HSA.
Life insurance
We offer Life and AD&D benefits, with monthly premium costs paid for by Unanet. We also offer additional Voluntary Life Insurance at our group rate.
Pet insurance
We offer pet insurance coverage for our four-legged friends through ASCPA.
Wellness programs
We offer fitness challenges, financial health sessions and are educational about preventive care.
Mental health benefits
We offer an Employee Assistance Program (EAP), including up to three in-person counseling sessions free of charge.
Wellness days
Financial & Retirement
401(K)
We offer a 401(k) through Fidelity, including both Roth and Traditional retirement plans
401(K) matching
Unanet matches 100% of the first 3% contributed by the employee and 50% of the next 2% contributed. Employees are immediately vested in our employer match.
Company equity
We own our success. Every employee has a stake in our company.
Performance bonus
We offer a company bonus plan for eligible employees that is directly tied to our business growth targets.
Charitable contribution matching
We offer both an employer match on employee charitable contributions as well as a Dollars for Doers charitable giving program.
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
Family is everything and we’re proud to support working parents at Unanet, offering paid parental leave to bond with and/or care for a new baby or adopted child.
Family medical leave
We offer 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Adoption Assistance
Return-to-work program post parental leave
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
We work as a team and recognize the need for time off for rest, relaxation and to attend to personal matters that may arise. We offer an Open Paid Time Off benefit.
Paid volunteer time
We offer paid Volunteer Hours and encourage our employees to get involved in their communities.
Paid holidays
Paid sick days
Sick days fall into Unanet's Open Paid Time Off policy.
Bereavement leave benefits
Office Perks
Company-sponsored outings
Company-sponsored happy hours
While we are a remote-first company, our employees occasionally gather in regions they're colocated in for happy hours. We also have virtual happy hours as a team.
Fitness stipend
Home-office stipend for remote employees
We offer an office stipend to set our employees up for success. What you buy with it is yours to keep!
Professional Development Benefits
Job training & conferences
We support employee development and believe it is imperative to fostering a high performing team.
Tuition reimbursement
We offer tuition reimbursement for full-time employees of $5,250 per calendar year for approved tuition for college and university courses.
Lunch and learns
We regularly host lunch and learns and make recordings available to all current and future employees.
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Paid industry certifications
In support of certifications relevant to employees’ fields of expertise, we offer assistance in obtaining approved certifications.

Additional Perks + Benefits

At Unanet it starts with U. We help our customers build a better world by delivering best-in-class solutions and services that enable teams to thrive. It all starts with our people.

More Jobs at Unanet

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about UnanetFind similar jobs like this