Technical Support Analyst

Job Summary

At xTuple, we develop software solutions to help growing manufacturers with inventory management, processing sales and work orders, and streamlining their accounting processes — all in one system. We’re serious about the success of our customers and have aligned our teams to ensure users have a first-class experience that positions them for growth.

The xTuple Customer Success team needs an eager, customer-centric Technical Support Analyst (TSA) to provide courteous and prompt technical assistance to customers via phone, email, chat, and web conference. We want someone who understands our mission of ensuring the ongoing success of our customers through a coherent and smooth on-boarding process as well as ongoing, high-quality training and support. We need people with excellent technical skills AND outstanding communication and people skills.

As a Technical Support Analyst, you’ll provide prompt, courteous, friendly technical assistance and training to customers using the xTuple application. You should be comfortable directly interfacing with customers by phone and web conference in addition to less visible forms of communication such as chat and email. To be successful in this role, you should be a keen listener and a top-notch troubleshooter and problem-solver. You’ll also need to be a collaborative team player. This position also entails supporting new customers as they work with the xTuple On-boarding team to configure and implement their xTuple system as well as replicating and documenting customer-reported bugs.

Employment type — Full-time (not Contractual)

Position Location — U.S. Headquarters

Your responsibilities

• Analyze and troubleshoot system issues that customers and partners report; work with senior technical consultants and other team members to resolve issues as quickly as possible, escalating issues when necessary
• Identify and analyze issue trends; research and develop solutions to new or unknown issues
• Provide excellent customer service and technical assistance to customers via phone, email, chat, and web conference
• Use internal application to:
  • Track, manage, and clearly, concisely, and accurately document all work and internal communication related to issue resolution
  • Communicate and document communications with customers regarding their open tickets
  • Accurately document steps to reproduce software bugs and then escalate to xTuple development team
• Assist customers with “how to” instructions related to xTuple core product and packages
• Assist DevOps team with product installations, upgrades, and piloting for new and existing customers
• Support internal On-boarding team during installation, implementation, and configuration of xTuple for new customers
• Help train other team members on how to resolve issues
• Create knowledge base articles that address frequently asked questions, best practices, and instruction on software functionality
• Perform other duties as assigned and work a flexible shift when needed

Qualifications you should have

• Ability to learn xTuple product as well as new technologies and platforms
• Ability to prioritize customers and tickets based on severity of issue
• Strong customer service skills; exceptional listening skills and ability to understand internal and customer issues and requests
• Ability to clearly communicate (verbal and written) in a professional, courteous, and respectful manner; excellent organization and interpersonal skills
• Capacity for handling numerous priorities and maintaining knowledge of multiple products and their features
• Adeptness for problem-solving, troubleshooting, analysis and testing
• Ability to document customer interactions thoroughly, clearly, and concisely, using appropriate grammar and spelling
• Ability to set customer expectations and handle stressful situations when customers are frustrated or upset
• Ability to maintain positive, upbeat attitude while working in a dynamic and fast-paced team environment

Technical skills you need

• Experience writing/using SQL queries
• DB administration
• Performance troubleshooting
• Server/Client/Network connectivity
• Experience with remote desktop control solutions (WebEx, Zoom, LogMeIn, etc.)
• Working knowledge of XML, JavaScript, PostgreSQL, C++

Education & Experience requirements

• Preferably a Bachelor's degree in Computer Information Technology, Computer Science Degree, or other related field/emphasis
• 3-5 years of Help Desk / Customer Service / Technical Support experience
• Bonus if you have Accounting experience!

_{Position reports to VP Customer Success}