Support Analyst

Support Analyst

At Urbint, our mission is to make communities more resilient. We do this by pairing external data with artificial intelligence to identify areas of high risk and prevent catastrophic loss for utilities and infrastructure operators across the country. We are a team of close-knit engineers, entrepreneurs, and data geeks who obsess over problem-solving, new technologies, and making a positive impact in our communities.

Job Summary

As a Support Analyst, you will work with our enterprise customer base to help achieve their safety and damage prevention goals by solving complex inquiries raised by our customers with Urbint's AI powered software products and services.

The Support Analyst is someone that is passionate about customer success, technically skilled, analytical and has strong problem solving skills. This role provides the opportunity to work cross functionally with our Implementation, Customer Success, ML, Engineering and Product teams and vertical and lateral career growth potential.

We're seeking an exceptional and energetic Support Analyst who thrives amidst the challenges of a high growth environment.

What You'll Do

• Customer Support: Work with our enterprise customers to resolve technical and complex inquiries with Urbint's AI powered software products. Provide timely and accurate technical support to clients experiencing issues with our SaaS products via email, chat, phone, and ticketing systems.
• Issue Resolution: Troubleshoot and resolve technical problems, escalating complex issues to the appropriate teams if necessary, and ensuring the client is informed of the progress.
• Product Knowledge: Develop a deep understanding of our SaaS products, their features, and functionalities to effectively assist clients and address their inquiries.
• Documentation: Maintain detailed records of customer interactions, issues, and resolutions, ensuring all information is properly documented for future reference. Create & maintain customer facing knowledge base articles
• Availability: Work on a 24/7 rotating shift schedule to ensure around-the-clock support coverage, including weekends and holidays.
• Quality Assurance: Continuously strive to improve the quality of support provided by identifying recurring issues, suggesting improvements, and sharing feedback with the product development team. Ensure support service level agreements (SLAs) are achieved
• Training: Stay up-to-date with the latest product updates and industry trends through ongoing training and self-study to better assist customers.

Who You Are

• Passionate about helping customers
• Experience supporting B2B enterprise SaaS customers
• Previously served in a customer support or similar role
• Strong analytical and problem solving skills
• Strong technical aptitude and a passion for technology - ability to understand and explain complex technical products or issues
• Basic knowledge of SQL is a plus for analyzing data and troubleshooting issues
• Familiarity with Python is beneficial for understanding automation and debugging workflows
• Experience using support tools such as; Zendesk, Jira, Salesforce
• Excellent communication skills - verbal and written
• Have superior organizational skills and the ability to prioritize and deliver on multiple priorities
• Familiarity with our industry is a plus

Benefits

• Competitive compensation package
• Generous Paid Time off, Paid Company Holidays including Mental Health Days
• Medical Insurance covering self, spouse, 2 children and parents/in-laws

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.