Support Analyst - Remote

Overview

MoveHQ, a division of Updater, is seeking a motivated Support Analyst to join our rapidly growing Support team. In this role, you will leverage your expertise to resolve escalated customer support issues via email, form, chat, and phone, collaborate cross-functionally with our internal teams to address customer issues quickly and satisfactorily. You’ll report to our Support Manager, who fosters a culture of diverse, creative, and passionate thinkers, and is committed to supporting your professional growth.

In Short

• Fielding inbound contacts for escalations via phone, form, and chat and email
• Troubleshooting and problem solving product questions and issues
• Partnering with Development and Engineering for product fixes and enhancements
• Documenting and reporting - helping to create knowledge content and internal processes
• Utilizing Salesforce and JIRA
• Schedule: During the first month your onboarding shift will be 9am-6pm ET Monday–Friday
• After onboarding your schedule will be 2-11pm ET Monday - Wednesday; 8-5pm ET Saturday and Sunday

Requirements

• 3+ years’ experience in Product Support for external customers
• Understanding of the relationship between Support and Product & Engineering teams
• Experience at a SaaS company preferred
• Experience working on smaller teams with multiple, competing priorities
• Experience with Salesforce and JIRA
• Candidates must be US based

Benefits

• Medical, Dental, and Vision Insurance
• Unlimited PTO
• 13 paid company holidays annually
• Updater Stock Options
• 401(k)
• Commuter Benefits
• Personal Wellbeing Subsidy
• New Hire Subsidy
• One Medical Membership
• Short Term Disability Insurance
• Supplemental Life Insurance
• 12 weeks of Primary Caregiver Parental Leave