We are seeking a dedicated Support Analyst to join our team and provide exceptional support to our clients. In this role, you will act as a primary point of contact for customer inquiries, troubleshooting, and issue resolution, ensuring seamless operations and customer satisfaction. The ideal candidate will have a problem-solving mindset, technical aptitude, and a customer-first approach.
Responsibilities
- Act as the first line of support for customer inquiries via email, phone, or ticketing systems.
- Diagnose, troubleshoot, and resolve issues related to our solutions, including configuration and integration challenges.
- Escalate unresolved or complex cases to higher-tier support or technical teams while maintaining ownership of the issue.
- Monitor, track, and document all support cases and follow up with customers to ensure timely resolution.
- Collaborate with cross-functional teams to communicate recurring issues and contribute to product improvement.
- Assist in the development and maintenance of support documentation, FAQs, and training materials.
- Provide proactive support by identifying potential issues and suggesting solutions to prevent them.
- Deliver periodic status updates and reports on support activities to internal stakeholders.
Requirements
- Education: Bachelor’s degree in Information Technology, Computer Science, Business, or equivalent experience.
- Experience: 1-3 years in a customer support or technical support role, preferably in SaaS or CRM environments.
- Technical Skills:
- Familiarity with Salesforce or similar CRM platforms is a strong asset.
- Basic understanding of SQL, APIs, and data integration workflows.
- Proficiency in Microsoft Office Suite and ticketing systems like Monday.com, Zendesk or ServiceNow.
- Soft Skills:
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Customer-focused attitude with a commitment to delivering exceptional service.
- Ability to manage multiple priorities and work under tight deadlines.
Why Join MuniPaaS?
- Meaningful Work: Be a part of transforming municipal operations with cutting-edge Salesforce solutions.
- Growth Opportunities: Access training, certifications, and professional development to advance your career.
- Team Culture: Collaborate with a passionate team in a supportive, innovative environment.
- Benefits: Enjoy competitive compensation, healthcare benefits, flexible work options, and a healthy work-life balance.
- Community Impact: Contribute to solutions that empower municipalities to serve their citizens better.
Join MuniPaaS in revolutionizing how municipalities leverage Salesforce to create smarter, more efficient operations and deliver better outcomes for their communities.
