Full-Time Technical Support Analyst

We are seeking a detail-oriented, strategic Technical Support Analyst to join our Support Team.

You'll handle customer issues directly, collaborating with internal teams to enhance Coursedog's issue resolution.

Key Responsibilities:

1. Assist users via Freshdesk, providing technical guidance and solutions.
2. Maintain customer updates on progress and estimated resolution times.
3. Investigate and analyze tickets using root cause analysis.
4. Collaborate with Product, Engineering, Customer Success, and User Education to resolve issues.
5. Document and escalate complex issues to appropriate teams.
6. Prioritize tickets and manage time effectively, meeting productivity targets.
7. Document issues with clear notes and screenshots for cross-functional communication.
8. Enhance our Knowledge Base by working with User Education.
9. Communicate product configuration updates and defect fixes after QA/Staging verification.

Skills, Knowledge & Expertise:

• 2-5+ years technical support experience in SaaS.
• Understanding of client/server, SSO, JSON, AWS.
• Experience troubleshooting data synchronization across multiple systems.
• Strong problem-solving, analytical, and communication skills.
• Customer-facing experience.
• Ability to thrive in a fast-paced environment.
• Availability to work CST 8:30 AM to 5:30 PM.

Preferred Experience:

• Student Information Systems experience.
• QA testing experience.
• Experience with APIs (e.g., Postman, cURL).

Employee Benefits:

• Medical, dental, and vision coverage (99% paid).
• Spouse/dependent coverage (75% premium paid).
• 401k plan.
• Unlimited Paid Time Off.
• Remote-first work environment.
• Equity allocation.
• Parental leave (up to 10 weeks).

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