The T1 Software Support Analyst provides frontline customer and technical support across multiple products and communication channels. This role is responsible for assisting customers with product, account, and workflow-related questions while delivering a professional and positive support experience. The analyst will troubleshoot common issues, document customer interactions, and escalate more complex concerns when needed. Success in this role requires strong communication skills, adaptability, attention to detail, and a customer-focused mindset in a fast-paced environment.
What You’ll Do:
- Provide timely and professional support through email, chat, phone, and ticketing systems.
- Troubleshoot common product, account, and workflow-related issues for customers and internal users.
- Accurately document customer interactions, troubleshooting steps, and resolutions.
- Escalate unresolved, urgent, or complex issues to senior team members when appropriate.
- Manage assigned ticket queues and ensure timely follow-up and case resolution.
- Support multiple products, communication channels, and operational needs based on business priorities.
- Maintain quality, productivity, and customer service standards across all assigned work.
- Build and maintain knowledge of supported products, tools, and workflows through ongoing training and coaching.
- Communicate clearly and professionally with customers, teammates, and leadership.
- Collaborate with team members to support daily operations, knowledge sharing, and continuous improvement efforts.
Who You Are:
- 1+ years of experience in customer support, technical support, SaaS support, retail service, or a related field preferred.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Comfortable learning new tools, systems, and processes quickly.
- Strong customer service mindset with attention to detail and problem-solving skills.
- Professional, reliable, coachable, and team-oriented approach to work.
What We Offer:
- Remote-first work environment.
- Generous medical, dental, and vision insurance coverage.
- Company-paid life and disability insurance.
- 401(k) retirement plan available.
- Paid parental leave.
- Flexible vacation policy – take the time you need when you need it.
- Company-provided work equipment.
- Opportunities for internal growth and career development.
Please note that this position requires flexibility during the initial onboarding phase (up to 8 weeks), which follows a Monday through Friday, 8:00 AM to 4:00 PM MST schedule. After onboarding, you will transition to your permanent shift: Saturday through Wednesday, 9:00 AM to 5:00 PM MST.
Skills Required
- 1+ years of experience in customer support, technical support, SaaS support or related field
- Strong written and verbal communication skills
- Ability to manage multiple priorities
- Strong customer service mindset
What We Do
FORM powers the world’s 2 billion mobile workers as they change companies and industries for good, with mobile technology that improves execution from the frontline. FORM activates and connects teams in the field – with leaders, missions, and each other – so they can deliver success in the enterprise. The FORM field execution platform serves as a digital assistant for frontline teams by guiding daily tasks, streamlining data collection, facilitating real-time communication, and providing leaders with real-time intelligence to drive faster actions and better decisions. FORM offers the world’s only integrated task management and image recognition platform and enables smart audits on more display types than any solution in the market, plus industry-leading field communications and photo reporting capabilities. FORM solutions have been deployed by Fortune 500 companies around the world.
Why Work With Us
At FORM, we pride ourselves on being innovative, problem-solvers. Collectively, we are a group of dog-lovers, philanthropists, creative thinkers, goofballs, world travelers, and more. Our values include Team Work, Integrity, and Accountability. We take pride in doing great work, and truly admire those we work with.
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