Customer Support Analyst - Hybrid (Arlington, VA)

Job Description

Job Description

Join a Growing Technology Team and an Awesome Customer Community!

Do you...

• Enjoy simplifying complex concepts?
• Love being hands-on with software, even if you're not programming it?
• Excel at planning your day, tracking your work, and delivering on your promises?

If you are motivated by delighting customers and being a representative of a dedicated team, we want to talk to you!

We are seeking a Customer Support Analyst.

Support Analysts work directly with our customers to help them get real value from LearningBuilder. You’ll combine hands-on technical support, thoughtful problem solving, and ongoing client relationship work. On any given day, you will spend your time solving technical problems, refining how the system is set up, and staying close to clients as their needs evolve.

Technical Support

• Provide exceptional customer support via phone, email, and chat
• Diagnose and troubleshoot technical issues and provide solutions to customers
• Configure and test applications, workflows, and reports to meet requirements
• Collaborate with internal teams to efficiently resolve client issues, ensuring a timely and satisfactory resolution

Systems Analysis

• Document customer requirements using workflow diagrams, user stories, and other tools of the trade to achieve consensus about what a customer wants to accomplish.
• Continuously improve processes and procedures to enhance the overall client support experience
• Design, develop, and deliver reports that show systematic characteristics of client data that may inform business decisions.
• Develop training materials and teach a customer how to use the system independently.

Client Management:

• Own a portfolio of client relationships and manage customer support projects.
• Spearhead complex client technical initiatives that might involve cross-functional teams to resolve issues.
• Lead workshops and training sessions to help clients maximize product utilization and master technical best practice, through reflection of support case status, soliciting client input, and addressing any blockers.
• Operationally manage client portfolio, including support ticket evaluation of time and effort through time and billing reviews.
• Identify upselling and cross-selling opportunities by understanding the client's evolving business needs.

General Functions

• Work collaboratively with internal teams to resolve customer issues in a timely and effective manner.
• Exceed service level agreements and ensure client satisfaction throughout the client management and support process.
• Continuously improve processes and procedures to enhance the customer support experience.
• Collaborate with semi-formal teams to hold each other accountable in a distributed management structure.
• Keep up-to-date with the latest software features and updates, and incorporate them into the demos as appropriate.
• Provide feedback to the product team on customer requirements and feature requests that arise during customer interactions.

Key indicators of success in this role are curiosity, attention to detail (especially technical nuances) and follow-through, and an awareness of when and how to ask for help when you need it. We are looking for someone who has commitment to continual improvement (self, processes, and product), proven teamwork and communication skills, and a passion for delighting the customer.

Requirements

The ideal candidate for the Customer Support Analyst position will:

• Build trust and rapport with clients by listening carefully, following through on commitments, and consistently connecting product capabilities to their goals and outcomes.
• Learn and navigate complex low code software applications quickly, including configurable workflows, forms, and reporting.
• Demonstrate strong analytical and troubleshooting skills: reproducing issues, isolating variables, interpreting error messages, and documenting clear steps to resolution.
• Communicate clearly in writing and speaking, explaining technical concepts and complex ideas in plain language to non-technical stakeholders.
• Coordinate work across multiple clients or projects, set priorities, and reliably meet deadlines.
• Take ownership of client issues as an escalation point and see them through to resolution, collaborating with engineering or other teams as needed.
• Be comfortable with the basic tools of the job: ticketing/CRM systems and spreadsheets for tracking issues and doing light data analysis.
• Have basic familiarity with APIs, single sign-on (SSO), and SQL, enough to understand integrations, run simple queries, and collaborate effectively with engineering when needed.
• Be located at our Arlington, VA Headquarters and comply with current workplace health and safety policies.

Join our team and leverage your skills and experience to make a significant impact in the success of our clients and our organization!

We encourage candidates with a Liberal Arts degree to apply.

At this time our recruiting efforts are limited to the Washington Metropolitan region.

Benefits

Parking, 401k contribution, health insurance benefits, paid time off, office dog.

Compensation: 75-95K plus benefits