Technical Client Support Analyst
hace 6 días
Tempe
Job Description\uD83D\uDE80 KUBRA is Hiring: Technical Client Support Analyst! Are you passionate about solving complex technical challenges and delivering an amazing client experience? At KUBRA, we’re looking for a Technical Client Support Analyst to join our fast-paced, collaborative team!In this role, you’ll be the go-to expert providing tier-two technical support to our clients — tackling issues head-on, collaborating across departments, and ensuring smooth resolution every time. You’ll play a key role in troubleshooting, identifying, and escalating technical challenges while keeping our clients informed and supported. You’ll also take part in our 24/7 on-call rotation, providing world-class support to clients with premium service agreements — because at KUBRA, we’re all about reliability, innovation, and client success. ✨ If you thrive on solving problems, love working with technology, and want to make an impact — this is your opportunity to grow with a leader in client-focused digital solutions! This is a Hybrid role in Tempe, Arizona.What you get to do everyday: • Provide professional support to clients at large enterprises by handling and assessing inbound requests, internal checks, and automated alerts, • Demonstrates strong communication skills by effectively articulating ideas, actively listening, and maintaining professional and clear interactions with team members, clients, and stakeholders, • Research issues involving application integration points, data integrity, connectivity failures, and application or system failures, • Report details on issues to developers and manage communications with clients as issues are worked on and resolved, • Client Excellence - Maximize client satisfaction by providing excellent customer service and maintaining Service Level Agreements, • Review and react to client support and operational issues, assisting the team with initial triage, understanding of client implementations, and resolution of problems, • Assists with classification and prioritization of issues, • Execute case/ticket service requests requiring code and / or configuration updates, • Achieve productivity related targets including support processed tickets, average response time, average time to close, time tracking, • Manage communications with clients throughout the life of a request and coordinate with developers and others to address issues, • Lead weekly case review with key clients, • Participate in client meetings both on and off site as directed by their Team Leader, • Conduct internal reporting on Key Performance Indicators (KPIs) for cases under management, • Coordinate with various internal teams as necessary, including Product Development, Network Services, Service Delivery, Sales, and Marketing teams, • Provide on-call after-hours support on a rotating basis, • Develop and document new troubleshooting procedures as necessary, • Build and maintain knowledge of supported products and implementations, • Perform configuration and code changes on existing applications to meet customer needs, • Provide timely responses by phone, notes and/or email to clients for case/ticket/telephone inquiries, • Participate in client training on product/service features and functionality, • Escalate complex issues to other Teams as needed to ensure problems reach a resolution quickly, • Monitoring of systems, • Work on special projects as requiredWhat kind of person should you be?, • Excellent verbal and written communications skills, • Ability to explain technical issues to those unfamiliar with the subject via email, telephone, and in person in a professional manner, • Ability to collaborate with fellow team members and teams across the organization, • Strong technical and problem-solving skills to support understanding of enterprise software solutions, enterprise architecture, and troubleshooting of problems, • Strong work ethic and dedication to providing 100% client satisfaction, • An interest in creating and tinkering with technology, • Familiarity with cloud/virtualized environments (such as AWS, Azure, Digital Ocean, or Google App Engine), relational databases, SQL queries, basic syntax, and C# or Java code is preferred, • Experience with reporting from enterprise applications and data warehouses is preferred, • Basic Linux command line skills are preferred, • Ability to create and edit HTML and embedded CSS, particularly for use in emails, is preferred, • Successful candidates must be able to demonstrate their experience designing and implementing information access solutions on Windows OS using the following tools: Visual Basic, C++, SQL Server, Access, ASP, ASP.Net, C#, JavaScript, HTML and CSS OR the ability to create and run SQL queries, make minor changes to Java code, and create or modify HTML documentsWhat skills do you need?, • 0-1 year of experience in Customer Service, software/IT support, or as a skilled user of enterprise software, • Demonstrated aptitude for troubleshooting technical problems, • A general understanding of servers, networks, enterprise software, and data integration between enterprise applications, • Experience with enterprise software in a support or advanced business user role is strongly preferred, • Associate’s degree or work experience demonstrating professional communication and inter-office skills