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.