What is > Support Analyst

We are seeking individuals with technology experience to provide support services for our Non-Desk Workforce SaaS solution.  Reporting to the Manager of Customer Support, this individual will work closely with our customers and Customer Success Managers to provide break-fix & how-to support.  This position is an integral part of Red e App’s long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.

Job Responsibilities:

  • Support and maintain customers who have implemented the Red e App solution, resolving customer access and usage issues in a timely fashion.
  • Deeply understand the technical and application use cases of the Red e App solution to support both internal and external customers.
  • Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.
  • Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.
  • Use your business and technical analysis skills and knowledge to solve complex issues and promote best practices.
  • Collaborate with and support other departments in the company to achieve customer satisfaction.

Skills:

  • Strong analytical and problem solving skills.
  • Strong skills in data analysis/manipulation.
  • Ability to quickly comprehend complex spreadsheets/data in order to streamline the underlying processes into the Red e App solution; versed in formulaic logic (e.g. Excel).
  • Self-starter – able to come up to speed on complex, difficult concepts with minimal assistance.
  • Ability to quickly context-switch between multiple complex work streams.
  • Client-focused attitude — a customer advocate.
  • Team player with solid communication and presentation skills, both live and phone/webex.
  • Knowledge and application of relational database concepts.
  • Basic scripting skills, e.g. scripting, HTML, SQL.
  • Comfortable wearing multiple hats and roles as part of the startup experience.

Experience & Education:

  • Min 2 years of technical support or application customer support experience
  • Completed BS or BA degree

Location & Travel:

  • Based at our office in Louisville, KY
  • Willingness to travel; travel could be up to 0-10% depending on location of customers.
Interested in learning more? Submit your information today to be contacted about your future with Red e App.

Careers @ Red e App