Support Analyst

Job Description

The Company
Mavenlink and Kimble have joined forces to become Kantata the #1 provider of purpose-built solutions for professional services organizations. Together we are a rapidly growing, global Software as a Service (SaaS) company that provides technology, expertise and support that enables organizations throughout the world to conduct business anywhere, with anyone. We believe every business deserves a chance to succeed in today's fast-moving, connected economy. That's why we set out to reinvent the way the world conducts business and why we need people just like you.
Did we mention that Kantata is an awesome place to work? You'll have the opportunity to work in an energetic environment with a smart team that loves what they do.
The Role
You will join a team responsible for providing support to our client Kantata SX installations on the Salesforce Platform (PaaS) working with Customer Support, Professional Services and our Customer Success Managers.
The Customer Support team’s focus is triage, routing, and initial handling of customer-reported issues. Support’s objective is to understand the customer’s configuration setup and provide context and explanation for the observed behavior and position the customer to be a savvier user of their delivered solution as well as have a clear view of their options and paths for further evolution of their setup. Should we encounter system functional issues, the support team advocates for the customer in highlighting, pursuing, and communicating the solution path with internal teams to resolve the customer experience. Our mission is to answer our customers’ questions with ease and speed.
Key Responsibilities

• Troubleshooting/investigation of customer-reported issues and questions
• Communication and analysis of relevant concepts, configuration setups, and product information
• Positioning and accommodation of relevant Kantata SX capabilities and services
• Escalation handling, prioritization, communication, and customer advocacy for resolving functional issues
• Enablement and engagement with colleague teams – Education, Customer Success, Service Delivery, Sales – to recognize and identify action opportunities and optimize collaboration to enhance customer experience
• Time-specific shift attendance and resource schedule compliance for coverage purposes.
• Occasional shifts and off-hours tasks may be required
• Ability to be successful in self-management and discipline towards attendance, communication quality, and team participation
• Voice and video meetings with customers and colleagues

Qualifications and Skills

• Familiar general knowledge of modern web technology and accessibility – e.g., Server-client relationship, DOM, REST API, HTML/CSS/Javascript stack, HTTP statuses, modern web browsers and operating systems, mobile applications/device types, SaaS/PaaS architecture, etc.
• Familiar knowledge of software development lifecycle – from roadmap to development to QA to deployment
• Experience with relational database structures (SQL, SOQL, etc), techniques and considerations for traversing related data tables/objects
• Sound communication skills including business writing and excellent spoken and written English
• Ability to articulate technical concepts into concise and understandable explanations for a less technical reader
• Demonstrable skill in analysis or technical problem solving
• Self-management, ability to maintain productivity and quality without constant direct supervision
• Hold or be studying a computer science or software engineering related degree or comparable and demonstrable knowledge of key concepts
• Specific knowledge of Salesforce, Apex, and the master-detail object model are a significant plus, though not required