Support Analyst

Support Analyst Onit – Pune, Maharashtra, India – Full time (Shift Timing: 3:00 PM to 12:00 AM OR 5:00 PM to 2:00 AM IST) About Onit   Onit is a global leader in enterprise workflow solutions for legal, compliance, sales, IT, HR, and finance departments.

With Onit, companies can transform best practices into smarter workflows, better processes, and operational efficiencies.

Onit focuses on enterprise legal management, matter management, spend management, contract lifecycle management, and legal holds, transforming how global Fortune 500 companies and corporate legal departments bridge the gap between systems of record and systems of engagement.     Position Summary   Onit is growing and we are in need of an experienced Lead Support Analyst . The role provides world-class technical support via phone, email and online, for clients utilizing Onit’s suite of products.

We are seeking someone who enjoys solving problems for other people, has a technical background (we will provide training on our products and services) and can explain complex ideas and concepts in a clear, simple manner.  Key Responsibilities   Provide front-line and ongoing product and technical support for Onit’s products and solutions  Develop and maintain expert knowledge on Onit’s product suite  Educate users on all functions and features of our product line  Assist with management of account software subscriptions  Own and resolve customer and law firm escalations  Provide feedback and suggestions on product features, product performance, alternative solutions and market trends  You enjoy working in a fast paced-and dynamic environment, with minimal oversight and direction  You take responsibility for projects end-to-end, from idea to completion  Provide assistance, guidance, and coaching to colleagues where needed  Supervise team members to ensure they are performing optimally to meet or exceed metrics and goals  Participate effectively as an individual and team contributor within a multifaceted technology environment  Support delivery and implementation services as necessary  Work on special projects as assigned  Qualifications and Skills    2-4 years of related technical support is preferred (SaaS software preferred)  Ability to lead and supervise other team members  Demonstrated ability to quickly understand business requirements and expectations  Excellent verbal and written communication skills  Detail-oriented with strong organizational skills  Prior experience working on electronic e-billing or accounting experience  Excellent Microsoft Office Suite and general documentation proficiency  Ability to multi-task and prioritize across several projects simultaneously  High aptitude and EQ  Powered by JazzHR