Product Support Analyst
| Company | Clearwater Analytics |
|---|---|
| Location | Boise, ID, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- At least 2 years of experience in a customer service or technical support role.
- Strong conversational-writing and documentation-writing skills.
- Enthusiasm for working at Clearwater.
- Driven by client satisfaction.
- Strong communication and teamwork skills.
- Ability to manage own time and deliver expected results on time.
- Commitment to continuous learning and improvement.
- Exceptional problem-solving and analytical skills.
Responsibilities
- Collaborate with the Prism team members and all internal stakeholders that interface with the Prism team.
- Interact with internal users to answer questions, provide manual support, replicate and troubleshoot issues, provide expertise in the software, communicate fixes, and direct issues to the right teams.
- Contribute to user-facing knowledge databases.
- Work with the team and product manager to track and quantify impact of commonly encountered problems.
- Coordinate with multiple development teams to ensure swift and effective resolution of issues.
- Implement ways to increase support bandwidth.
- Play an active role in facilitating just-in-time communication and documentation during incidents involving the team’s projects.
- Transform user feedback into feature and bug-fix ideas that deliver value to users.
- Guide newer team members in troubleshooting, replicating issues, and understanding how the software is used.
- Continuously build your skills through mentoring and access to free trainings on Udemy for Business.
Preferred Qualifications
- Relevant accounting, data entry, reconciliation, or finance experience desired.