Onit is hiring a Support Analyst on our fast-growing Support team! We are looking for a problem solver with a strong technical background. The ideal candidate enjoys helping others, is adept at understanding and addressing technical issues, and can communicate complex ideas clearly and simply. Location : Remote Responsibilities:
Provide front-line and ongoing technical support for all Onit products.
Field customer inbound emails, phone calls, and chat support queries through our CRM tool.
Host screen shares to help diagnose problems.
Responsible for identifying, troubleshooting, and verifying product defects. Report these issues to Product Management or Engineering through Jira for prompt resolution or future review.
Educate users on all the functions and features of our system.
Provide feedback and suggestions on product features, product performance, alternative solutions and market trends.
On-call rotation.
Proactively assists and supports colleagues to ensure seamless teamwork and cross-department collaboration.
Participate effectively as an individual and team contributor within a multifaceted technology environment.
Skills/Qualifications:
2-4 years of related technical support or software implementations experience in SaaS software.
Enthusiasm and a willingness to learn about our customers’ business requirements and expectations.
Ability to multi-task, prioritize, and manage time effectively.
Investigative curiosity and root cause analysis skills.
Specific experience in the legal world is a plus, but not required.
Excellent verbal and written communication skills.
Excellent Microsoft Office Suite and general documentation proficiency (e.g. high proficiency in Microsoft Word functions is a plus)
Experience with CRM tools like Zendesk and Jira is a plus.
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