We are looking for a proactive Product Support Analyst, who enjoys the challenges of handling customer support in complex IT and business environments, writing support documentation, and leading training sessions. You are skilled at self-management and juggling multiple priorities. Being busy, interacting with people with various mediums, solving technical challenges, interested in continuous learning, and having a keen desire to “fix things” best describes you in your element.
You’re like a two sided coin. You’re a curious big picture observer who can analyze and see how the pieces fit together. And when called upon, you’re an ER doctor – acting quickly on the most urgent issues first, making sure everyone’s taken care of with a high degree of consideration, while communicating progress to the customer and your team.
We have a track record of delivering industry-changing solutions that our customers depend on to help make complex financial decisions. Providing Level 2/3 support, you’ll be interacting with super-users and IT departments – helping our clients make the most of their investment in our products. We provide a “premium customer support” experience; context-aware helpfulness, accuracy, and completeness of response is valued over ticket closure metrics.
Respond to complex customer questions and requests.
Deliver internal product training to new staff.
Provide support for “implementation away teams”; this includes application configuration, preparing data loads, and documentation updates.
Strong verbal and written English communication skills, and an obsession with capturing knowledge and procedures in the form of user documentation (Release Notes, Online Help, Troubleshooting articles), and internal documentation (accurate concise bug reports, reference material).
Multi-talented with flexibility and willingness to handle a wide variety of tasks. As a small but rapidly growing company, people at Copperleaf are frequently asked to handle things outside their job description. This is part of the excitement at Copperleaf!
Superior troubleshooting methodology: ability to identify root causes in complex technical/business environments; ability to find workarounds in finicky, precise situations.
Comfortable presenting training material to internal and external audiences.
Proactive management of long-term goals (example, helping customers plan for their once-a-year upgrade windows).
“Get it done” attitude
Curious; passionate about learning new information.
Ability to identify trends and commonalities across large numbers of incidents.
Background in computer science (education or equivalent work experience).
Experience working with a software development teams (bugs, features, release cycles, deployment, etc.).
Good understanding of IT concepts and principles, and comfortable interacting with our customers’ IT teams.
2+ years in a support environment (internal or customer support) for browser or client-server applications.
ability to perform accurate analysis of outputs from Excel formulas and proprietary software.
Willingness to travel internationally if required (<20%).