Note: This position is available for the UK or US Candidates Only. If you are referring a friend, please send them to our website to complete the correct application.
Job Summary
Togetherwork is seeking an exceptional Support Analyst to become an integral part of our dynamic and world-class support team. Our mission is to empower associations and membership organizations to deepen their customer engagement using the Fonteva membership and event management product suite. As a Support Analyst, you will play a crucial role in ensuring our customers' success by delivering high-quality technical support and leveraging your expertise to resolve complex issues.
Responsibilities
- Case Management: Thoroughly review, analyze, and document customer-raised cases, issues, bugs, and maintenance requests on the Fonteva Platform. Ensure all cases are accurately tracked and updated in our systems.
- Issue Reproduction: Recreate and reproduce customer configurations and designs to diagnose whether issues are related to the product or specific to customer configurations.
- Technical Expertise: Maintain a deep and current technical knowledge of Salesforce, the Fonteva Platform, and emerging features to perform your duties effectively and offer proactive support.
- Customer Interaction: Provide professional, high-quality technical support to customers and stakeholders, ensuring all interactions are clear, collaborative, and solution-oriented.
- Relationship Building: Foster long-term partnerships with customers by delivering exceptional service and being a trusted advisor for their technical needs.
Requirements
- Experience: You bring 1-3 years of experience in Support, QA, or Technology Implementations, with a proven track record of troubleshooting and resolving complex technical issues.
- Salesforce Proficiency: You have a solid foundation in Salesforce and are eager to expand your knowledge beyond standard admin tasks to include the advanced capabilities of the Fonteva Platform.
- Tech-Savvy Communicator: Strong ability to engage with both technical and non-technical stakeholders, providing clear and concise explanations and training. Capable of creating visual representations of data for executive reporting.
- Problem Solver: Highly analytical with exceptional technical problem-solving skills. Ability to diagnose and resolve complex issues related to Salesforce and integrated systems.
- Customer Advocate: You’re passionate about customer success and are committed to being their voice within our team, ensuring their needs are always front and center.
Employee Referral Bonus
This position is eligible for a $1,000 employee referral
Access Referral Form Here
Salary Range Disclosure
The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.
Salary Range
US Remote: $45,000 - $55,000 USD per year
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Last updated on Aug 21, 2024