Technical Support Analyst

Job Description

Fluxx is seeking bright, articulate, detail-oriented applicants with a desire to contribute to a unique client and community experience. A Fluxx Technical Support Analyst is a critical part of our mission to deliver professional and friendly support to all our clients and community members internationally. The Technical Support Specialist will be based remotely and report to the VP of Solutions Engineering, Training & Support. This vital position requires an action-oriented, flexible problem-solver who will assist clients in resolving any and all issues for Fluxx products. Analysts may communicate with clients via phone, email, and chat. Analysts will utilize a variety of software tools to navigate client accounts, research and review policies, and communicate effective solutions in a fast-paced environment.

The analyst will be part of the Support team who are primarily based in San Francisco. They will need to develop deep product knowledge to effectively differentiate genuine production bugs from other technical issues. They will need to participate in regular meetings with their team and manager and collaborate with colleagues and customers on complex issues.

The ideal candidate:

Higher Certificate/Bachelor's Degree or equivalent qualification/experience

• 1-2 years of Previous Technical Support and or Client Support experience in a helpdesk environment
• Patience, positivity and the ability to own a relationship with each client
• Ability to resolve conflicts and set appropriate expectations with clients
• Ability to determine client needs and provide appropriate solutions
• Excellent time-management and prioritization skills
• Be results-oriented and can work autonomously
• Experience delivering on a deadline
• The capacity to work well within a team
• Logical thinking, problem-solving abilities and a passion for innovation
• Superb attention to detail
• Working knowledge of HTML/CSS
• Experience with SaaS and CRM systems is a plus
• Ability to work cross-functionally with internal teams
• A love for working in a fast-paced, ever-changing environment
• A general all-rounder that is comfortable across technical platforms
• Familiarity with issue management systems such as Jira is beneficial

We are headquartered in the Financial district of San Francisco, California. We are a mission-driven company and welcome people of different backgrounds, experiences, abilities and perspectives. We are community-driven and a great place to work. Join the team and help us achieve our mission!