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SalaryAre you a Support Analyst who has experience with a rapidly scaling company and team, and you thrive in a fast paced environment where you get to put all of your support skills in action? MoveHQ may have the ideal role for you, we are hiring a Support Analyst for our growing Support team. This role could be a good fit for you if you have experience on a small team and you have helped create best practices to scale the Support team in previous roles.
You will be responsible for fielding escalated support issues for our customers via email and phone, troubleshooting and problem solving, and working closely cross functionally with Development and Engineering teams to help document, replicate, and resolve product bugs and issues. You will be part of a small but mighty and growing Support team as one of our first team members, so you will also get to help shape the growth of the team. This role reports to our Support Manager, he strives to maintain a culture of diverse, creative, passionate thinkers; he believes in his team, and cares about you and your growth. Move HQ is busy, but still offers a great work/life balance and gives you autonomy to perform in your role.
As one of the fastest-growing tech companies and the leader in revolutionizing how Americans move from one home to another, the Updater team gets pretty busy. We are making technology so good that you won’t move without it and out of the 12 million Americans who moved last year, 25% of them interacted with our technology; so we are busy!
About the Role
- Fielding inbound contacts for escalations via phone 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
- Mentoring new support reps as we grow the team
- Utilizing Salesforce and JIRA
- Schedule:
- During your first 30 days your shift will be 10am -7pm ET
- After onboarding your schedule will be 11am-8pm ET Mon-Fri
About You
- 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
- We are not able to offer sponsorship for this role and candidates must be US based
About Updater & MoveHQ
Updater and its wholly owned subsidiary, MoveHQ, make moving easier for the 12 million households that relocate every year in the US. With Updater & MoveHQ, users seamlessly forward mail, transfer utilities, connect TV and internet, and much more. Thousands of the most prominent real estate companies in the US (from real estate brokerages to multifamily and relocation companies) rely on Updater’s real estate products to save clients hours with a branded and personalized Updater moving experience. By integrating MoveHQ moving services in Updater’s core application, a powerful consumer move management platform was created and remains unmatched in the industry.
Headquartered in New York City, Updater has raised over $450 million from leading investors, including SoftBank Capital, Vista Credit Partners, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more. Updater has ranked on Crain's Best Places to Work in NYC in 2016, 2018, & 2021. For more information, please visit www.updater.com & www.movehq.com.
Updater & MoveHQ are proud to be equal opportunity employers and will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.
