What are the responsibilities and job description for the Senior Technical Client Support Analyst position at KUBRA?
We are excited to announce an opportunity for a Senior Technical Client Support Analyst at KUBRA! This key role is designed to be the initial point of contact for clients and works with teams across the organization in the identification, troubleshooting, escalation and resolution of issues.
This position may include participation in an on-call support rotation to provide 24×7 support to clients with Premium support agreements.
This is a HYBRID role located in Tempe, AZ.
\n- Review and react to client support and operational issues, assisting the team with initial triage, understanding of client implementations, and resolution of problems
- Manage communications with clients throughout the life of a request and coordinate with developers and others to address issues
- Coordinate with various internal teams as necessary, including Product Development, Network Services, Service Delivery, Sales, and Marketing teams
- Provide on-call after hours support on a rotating basis
- Lead weekly case review with key clients
- Work on special projects as required
- Conduct internal reporting on Key Performance Indicators (KPIs) for cases under management
- Perform configuration and code changes on existing applications to meet customer needs
- Develop and document new troubleshooting procedures as necessary
- Build and maintain knowledge of supported products and implementations
- Participate in mentoring and guidance for Technical Client Support Analysts
- Assisting Team Lead in creation of Root Cause Analysis Documents
- Travel to client sites as required to participate in meetings and workshops and gather notes, action items, and related details in collaboration with Service Delivery teams
- Other duties as assigned
- Excellent verbal and written communications skills
- Ability to explain technical issues to those unfamiliar with the subject via email, telephone, and in person in a professional manner
- Ability to collaborate with fellow team members and teams across the organization
- Strong technical and problem-solving skills to support understanding of enterprise software solutions, solution architecture, and troubleshooting of problems
- Strong work ethic and dedication to providing 100% client satisfaction
- An interest in creating and tinkering with technology
- 5 years of experience in Customer Service, software/IT support, or as a skilled user of enterprise software
- Associate’s degree or equivalent work experience demonstrating professional communication and inter-office skills
- Diploma or Degree in Computer Information Systems or related program is preferred
- Demonstrated experience with and aptitude for troubleshooting technical problems
- Understanding of servers, networks, enterprise software, and data integration between enterprise applications
- Experience with enterprise software in a support or advanced business user role
- Basic Linux command line skills
- Ability to create and edit HTML and embedded CSS, particularly for use in emails
- Experience with reporting from enterprise applications and data
- Familiarity with cloud/virtualized environments (such as AWS, Azure, DigitalOcean, or Google App Engine), relational databases, SQL queries, basic syntax, and Java code is preferred
- Successful candidates must be able to demonstrate their experience designing and implementing information access solutions on Windows OS using the following tools: Visual Basic, C , SQL Server, Access, ASP, ASP.Net, C#, JavaScript, HTML and CSS OR the ability to create and run SQL queries, make minor changes to Java code, and create or modify HTML documents
- Award-winning culture that fosters growth, diversity and inclusion for all
- Paid day off for your birthday
- Free LinkedIn Learning subscription
- Bi-annual performance-based bonuses
- Continued education with our education reimbursement program
- Flexible schedules
- Free unlimited access to our refreshment stations (fully stocked with tea, coffee and other beverages)
- Two paid days for volunteer opportunities
- Free on-site Fitness center
- Access to a ‘Tickets at Work’ membership
- A free premium membership for ‘Headspace’; an app geared towards mental health and wellbeing
- 401k Matching
Equal Employment Opportunity: KUBRA is committed to the principles of equal employment opportunity. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religion, creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local law. We will provide accommodations during the recruitment process upon request by emailing recruitment-team@kubra.com. Information received relating to accommodation will be addressed confidentially.
We thank all applicants for their interest; however, only candidates under consideration will be contacted.
While we value the skills and experiences listed in our job requirements, we also recognize that talent comes in many forms, and welcome applications from candidates who meet most but not all specified requirements. If you possess a strong desire to learn and grow in a dynamic work environment, apply now!
KUBRA is a fast-growing company that delivers customer communications solutions to some of the largest utility, insurance, and government entities across North America. KUBRA offers billing and payments, mapping, mobile apps, proactive communications, and artificial intelligence solutions for customers. With more than 1.5 billion customer interactions annually, KUBRA services reach over 40% of households in the U.S. and Canada. KUBRA is an operating subsidiary of Hearst.
Our office is small enough to allow creative individuals to flourish, yet large enough to provide long-term stability. We place a tremendous amount of responsibility on our team members to be productive, focused and self-motivated. We offer a casual work environment, competitive compensation and a stellar benefits program.
KUBRA does not typically provide immigration-related assistance, including employment-based work visa (e.g. H-1B) sponsorship, work permit applications and extensions, permanent residence (green card) sponsorship, LMIA applications or permanent residency nominations. Candidates must ensure they have legal authorization to work in the U.S/ Canada. All sponsorship determinations are case by case based on business need.
