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 Director of Customer Success, this individual will work closely with our customers and the rest of the Customer Success Team 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 these relationships. 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 Red e App, resolving customer access and usage issues in a timely fashion.
  • Deeply understand the technical and application use cases of Red e App 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.

Required Skills:

  • Strong analytical and problem solving skills.
  • Strong skills in data analysis/manipulation.
  • 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.
  • Customer-focused attitude — a customer advocate.
  • Comfortable wearing multiple hats and roles as part of the startup experience.
  • Team player with solid communication and presentation skills, both live and phone/webex.

Helpful Skills (not required):

  • Knowledge and application of relational database concepts.
  • 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).
  • Basic scripting skills, e.g. scripting, HTML, SQL.

Experience & Education:

  • Min 1 year of technical support or application customer support experience
  • Completed or in the process of completing a BS or BA
  • Startup experience a plus

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