Software Support Analyst

The Software Support Analyst is responsible for providing top notch customer support for our leading philanthropic solutions SaaS platform. This position will require detailed analysis and troubleshooting of customer issues, helping drive overall customer success. This person must be self-motivated, detail-oriented, and well organized with strong communication skills and software acumen. This role is a great entry point to Ren and learning more about our philanthropic fintech platform.

Duties & Responsibilities:

Resolve basic issues for our solutions in an efficient and friendly manner.
Author and publish help content to build and improve self-service resources.
Accurately capture notes, document activities, and manage cases in a clear and actionable way for teammates and customers.
Assess issues and when needed, escalate more complex issues to technical team members.
On call coverage from 6am-10pm EST, including multiple holidays. Coverage rotates weekly and Support Analysts usually handle around one rotation per month.
Stay informed on product changes and rapidly learn information about functionality changes.
Be responsible for regular customer follow-up on open incidents and quick resolution of reported incidents within customer expectations.
Other duties as assigned.

Education & Experience: - Bachelor?s or associate degree in related field.

1-3 years of customer support experience is preferred.
Salesforce Service Cloud experience is preferred.
Strong communication skills.
Ability to diffuse conflicts.
Financial services experience is a plus.
Strong critical thinking and troubleshooting skills required.
Technical troubleshooting experience is a plus.
Ability to decipher technical terminology and explain to customers in terms they can understand.

It?s a bonus if you have: - Technical troubleshooting experience.