Senior Technical Support Analyst (Remote)

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Our growing Support Team is looking for a Senior Technical Support Analyst! We're looking for a customer-focused technologist who will provide advanced technical support, advice, troubleshooting and general assistance to customers for all features of our Customer Relationship Management (CRM) web application. You will also have the opportunity to lead a consulting engagement to help implement our CRM product for one or more of our customers.
What You'll Do
  • Evaluate and determine client issues; document and troubleshoot proper outcome of issue related to our product, ranging from integrations to data-related fixes
  • Coordinate phone calls, emails, and video meetings to support our customers
  • Lead release verification tasks
  • Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution
  • Offer metrics-backed recommendations on how we might improve our support processes and workflows
  • Troubleshoot both web and mobile application issues that may arise
  • Leverage your experience to write and maintain knowledge center articles for common customer issues, supporting our entire team in knowledge-sharing
  • Write and maintain canned responses for less experienced Support Analysts
  • Mentor new and/or less experienced team members
  • Help perform Communications Manager tasks during outages
  • Take ownership of more challenging, complex tickets and handle escalations that arise
  • Provide ownership of identifying ticket trends and proactively address potential issues
  • Perform basic troubleshooting of Unanet Connect interfaces
  • Review custom SQL and troubleshoot and repair data in MS SQL databases

Who You Are
  • 3+ years of software technical support experience
  • Strong verbal, written, and customer-facing communication skills
  • Ability to provide both written and verbal technical support to customers, including leveraging ticketing software, phone, and video conferencing
  • Prior experience with SQL, with demonstrated ability to create tables, write SQL selects with joins and write basic stored procedures
  • Strong interpersonal and team skills, including ability to work remotely and cross-functionally with subject matter experts to formulate responses to customers
  • Proficiency with memorializing customer interactions and documenting recurring customer inquiries that are candidates to be standardized and scripted
  • Ability to leverage our knowledge base of standard support responses as a means of driving efficiencies within Support
  • Certified or demonstrates ability to obtain certifications in Unanet CRM product; you will become highly proficient in our CRM product
  • Ability to work from 9:00am - 6:00pm ET
  • Bachelor's Degree in Computer Science, Information Technology or equivalent experience required

Your Differentiators
  • Prior experience working with a CRM web or mobile application
  • Prior technical project management experience
  • Possesses high level of initiative and is cable of working both autonomously or in a team environment, including mentoring less experienced team members

Your First 90 Days
In your First 30 Days
  • Learn our product features and how we support our customers
  • Become proficient with Unanet's ticketing system and common resolutions
  • Familiarize self with knowledge center articles and contribute to new support articles
  • Enroll in and complete Unanet product trainings

In your First 60 Days
  • Provide templated responses to common, recurring customer issues
  • Provide ticket statuses to customers in real-time
  • Field escalated issues and escalate further as needed
  • Assess need for other groups to resolve issues and monitor the status of work
  • Route tickets for other groups and track progress/update customers on progress
  • Begin answering calls and emails from our customers with support requests
  • Document all customer interactions
  • Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution
  • Begin cross-training with the FDC/Integrations and Data groups.

In your First 90 Days
  • Begin assuming technical support tickets with greater autonomy and discretion
  • Leverage your team as needed on more complex technical support requests
  • Author and edit knowledge center articles to drive efficiency with out team
  • Complete all assigned product trainings and demonstrated learned proficiency in our web and mobile offerings

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 $70,000 - 80,000 per year. You will be eligible for 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.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • D3JSLibraries
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • FlexFrameworks
    • JestFrameworks
    • SpringFrameworks
    • Vue.jsFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • TableauAnalytics
    • FigmaDesign
    • InVisionDesign
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM

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 do your team's ideas influence the company's direction?

My team sets the tone with prospective customers for long-term partnerships by developing trusting, collaborative relationships focused on solving some of the toughest organizational challenges. Because Sales is on the front line, we understand market needs, thereby influencing Unanet's product and services to better serve its customer-base.

Donna

Regional Vice President, Sales

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
Intracompany committees
Company culture isn’t the responsibility of any one individual. It is a shared initiative. Our Culture Committee takes a deliberate approach to fostering a high-performing and inclusive culture.
Open door policy
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.
Unconscious bias training
We are a stronger business and team when we embrace what makes us different.
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 Benefits
We offer comprehensive dental plan options, one of which includes adult and child orthodontia.
Vision Benefits
We offer vision insurance and pay 100% of the base plan monthly premiums for our employees and 50% for dependents.
Health Insurance Benefits
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.
Retirement & Stock Options Benefits
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.
Match charitable contributions
We offer both an employer match on employee charitable contributions as well as a Dollars for Doers charitable giving program.
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.
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.
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
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.
Perks & Discounts
Casual Dress
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.
Parking
For those regional to Unanet HQ, we offer free parking.
Pet Friendly
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.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
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.

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