Associate Support Enablement Analyst

About the role

We’re looking for a full-time Associate Support Enablement Analyst to join our Support team reporting to the Support Supervisor. This role is a remote role based in the USA.

Responsibilities

• Provide technical support to customers over phone and email via our ticketing system.
• Diagnose and troubleshoot technical issues related to our systems, products, and services and escalate to internal team members when needed.
• Document customer interactions using our ticketing system.
• Manage customer expectations and serve as a liaison between our clients and internal departments.
• Maintain SLA response and resolution times by partnering within L1, L2 and L3 Support organizations.
• Extensively research and document customer technical issues.
• Remain current with company product updates and new features.
• Partner with Technical Support team members on various strategic projects when needed.

Requirements

• Bachelor’s Degree in Computer Science or 1-3 years of related technical experience.
• Excellent written and verbal communication skills required to explain technical concepts.
• Excellent problem-solving, multitasking, and troubleshooting skills.

Qualifications

• Must-have skills or experience: Bachelor’s Degree in Computer Science or 1-3 years of related technical experience.
• Nice-to-have Skills Or Experience: Experience with Salesforce Apps and Web applications, Experience with HTML, CSS, and Javascript, Experience with SQL or equivalent, Ability to understand database architecture, Ability to understand relational databases.

Benefits

The starting base salary range for this role is $55,000-$60,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location. We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.