Support Analyst - Indianapolis, United States - Authenticx

Authenticx Indianapolis, United States

1 week ago

Description

Job Description

Job DescriptionCompany Description

Who is Authenticx?

Authenticx is on a mission to help humans understand humans. Our platform is the new standard for humanizing customer interaction data at scale. We do this by channeling our passion and talent into helping health care leaders listen to their conversational data in a way that delivers value to the enterprise.

What we offer our team members?

A culture based on our core values of Authenticity, Courage and Having Fun
A collaborative environment that supports your personal and professional development
Remote/virtual working flexibility
Free health insurance options
Comprehensive benefits - medical, vision, dental, life, and disability insurance
HSA and FSA plans
401(K)
Unlimited vacation time
Generous paid holidays, sick leave, and parental leave
Perks at Work membership for discounts on shopping, travel and much more

Job Description

As a Support Analyst at Authenticx, you will be responsible for the following:

Technical Support:

Respond to customer inquiries and assist in troubleshooting and resolving challenges
Develop an understanding of Authenticx software and an awareness of its features
Work from a queue of new requests to provide troubleshooting for clients
Utilize sound judgement for identifying issues and adheres to established escalation process
Communicate with users with confidence, accuracy, and friendliness
Track all calls and emails by client using a ticketing system
Assist with platform administrative tasks such as setting up new clients, configuring access, building reports, and sharing your product knowledge with others.

Quality Assurance:

Review new product release notes and perform QA testing according to test script
Perform platform wide regression testing
Identify, reproduce, document, and determine impact of any bugs identified
Provide detailed product feedback surrounding new features or enhancements

Success in this position will be measured by:

Positive customer feedback from your external and internal customers
Timeliness of completing work tasks and assignments
Accuracy and quality of work
Ability to maintain subject matter expertise as it relates to the Authenticx platform

Qualifications

You are internally motivated and want to be part of something that is bigger than yourself. You thrive on working with people and know that trust is at the heart of building positive and productive relationships. You have experience successfully demonstrating your attention to detail, you are known for being organized, and you have a passion to assist people.

Past clients and colleagues might describe you as:

Detail-Oriented—you are curious and passionate to understand root causes that lie within data and systems
Friendly and personable—you have good written and verbal communication skills
Precise—you are extremely meticulous and strive to know the reasons that we do things the way we do
Responsive—you respond to internal and external needs with a sense of urgency and demonstrate excellent judgment with prioritizing tasks
A Critical Thinker—Develop a healthy skepticism toward any information presented as fact

As our ideal Support Analyst, you will also possess the following qualifications:

College degree in Computer Science or related field preferred
2+ years of full-time professional experience providing technical support for software applications
Knowledgeable of software QA best practices, identifying/documenting bugs and fixes, regression testing, etc.
Experience supporting internal and external customers in a B2B environment preferred
Strong written and verbal communication skills
Familiarity with the basics of MS Excel
Comfortable working in a virtual environment and over web-based teleconferencing

Additional Information

This is a hybrid or virtual position.
Local team members come into the office approximately 1-2x per week. This is flexible.
Remote team members come to the office approximately 2-4x per year, based on training, corporate events, or other business needs.
We prefer candidates who live in Indiana or surrounding states but welcome candidates from other regions.
Candidates must reside in the USA.
Employment visa sponsorship is not being provided.
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