Technical Support Analyst

Technical Support Analyst

Remote / US
 

Tethr’s vision is a world where every company listens and every customer is heard. Tethr is a research-backed conversation intelligence platform that surfaces automated insights from customer conversations and delivers those insights to the decision-makers who need them. Backed by over a decade of customer experience and sales research, our cloud-based platform easily surfaces important insights from phone calls and other customer interactions. Our customers use Tethr to quickly turn large amounts of unstructured conversation data into insights that fuel smarter decisions, improve business performance, and ultimately increase bottom-line growth.

Tethr is searching for an experienced Technical Support Analyst with superb troubleshooting and analytical skills who can solve complicated issues quickly.   This is a great opportunity if you value working in a dynamic and highly collaborative environment and want to join a team where your skills are celebrated and you can make a real impact.

What you’ll do: 

• Answering questions and troubleshooting technical issues related to Tethr’s applications 
• Drives resolution to issues accurately and efficiently while meeting or exceeding Tethr’s SLA standards.
• Triage tickets, as needed, perform escalations to appropriate teams, and provide all necessary details to ensure the teams are equipped to assist the customer.
• Develop and maintain a deep understanding of Tethr's product offerings to effectively respond to incoming customer inquiries and issues.
• Assist with quality assurance, troubleshooting technical issues, and customer coordination during implementation.
• Collaborates with the Customer Success & Account Management team where needed to coordinate contact with customers to relay issue management and resolution to the customer at each stage.
• Ensure proper ticket classification & documentation within Zendesk.
• Verify and report bugs into the bug tracking system.

What you’ll need:

• 3+ years of experience in technical customer support is required; previous SaaS support experience is preferred.
• Strong technical skill set including a demonstrated understanding of software technologies, web functionality, troubleshooting, and data file processing.
• Ability to effectively communicate verbally and in writing, including documentation steps in understandable terms.
• Experience with setting up and managing internal and external meetings aimed at resolving support issues. 
• Extremely fast learner with superb troubleshooting and analytical skills to solve complicated systems and application issues quickly.
• Comfortable with a fast-paced environment, ability to self-manage, and handle multiple concurrent tasks. 

Systems experience:

• Zendesk required including administration & reporting 
• Jira preferred 
• Service Now preferred

Technical skill/experience:

• Familiar with various data formats (JSON, XML, CSV, Metadata)
• Experience with REST API configurations, SFTP, Cloud storage solutions, and batch processing
• Working knowledge in firewalls, networks, Cloud Technologies, and SAAS applications
• Working knowledge of application integrations via export/import/ETL jobs or APIs

At Tethr, we only hire people who enhance our culture and take pride in being a part of our amazing team.  Our core values are centered on listening and being heard, and we are committed to a diverse, equitable, and inclusive culture.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other category that is protected by law.   

Tethr participates in E-Verify.  All employment offers are contingent on successfully passing a pre-employment background check and drug screen.
Join us! Learn more about us and our product at Tethr

California Job Applicant Privacy Notice 

Thank you for your interest in opportunities at CollabIP, Inc. d/b/a Tethr (“CollabIP” or “Tethr” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, we may collect the following categories of personal information about you: identifiers (e.g., name, address, email address, and phone number); protected characteristics (e.g., sex, gender, age, citizenship, disability status, and veteran status); professional or employment-related information (e.g., employment history, educational background, certificates and licenses, work eligibility information and other information obtained from your resume, cover letter, your responses to our application questions, background check forms, and your references); other personal records (e.g., signature, photograph, and criminal background information); and inferences drawn from personal information collected (e.g., creating a profile that reflects your abilities and aptitudes).

We collect the above categories of personal information for the following business purposes: to perform recruitment and hiring services; to manage the workforce; to comply with federal and state laws, and to maintain security (e.g., detecting security risks and incidents, protecting against fraudulent or illegal activity, and complying with our policies and procedures).  

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