Technical Client Support Analyst
Technical Client Support Analyst
Posted on :
18-04-2025
Employer Active
1 Vacancy
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Job Description
We are excited to announce an opportunity for aTechnical Client Support Analyst at KUBRA! This key role is designed to provide tiertwo technical support to KUBRAs clients. The Technical Client Support Analyst is 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 includes participation in an oncall support rotation to provide 247 support to clients with Premium support agreements.
This is a HYBRIDrole located in Tempe AZ.
What you get to do everyday!
- 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
- Lead weekly case review with key clients
- Conduct internal reporting on Key Performance Indicators (KPIs) for cases under management
- Coordinate with various internal teams as necessary including Product Development Network Services Service Delivery Sales and Marketing teams
- Work on special projects as required
- Provide oncall after hours support on a rotating basis
- Develop and document new troubleshooting procedures as necessary
- Build and maintain knowledge of supported products and implementations
- Perform configuration and code changes on existing applications to meet customer needs
- Other duties as assigned
What kind of person you should be!
- 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 problemsolving skills to support understanding of enterprise software solutions enterprise architecture and troubleshooting of problems
- Strong work ethic and dedication to providing 100 client satisfaction
- An interest in creating and tinkering with technology
What skills do you need
- Associates degree or work experience demonstrating professional communication and interoffice skills
- Diploma or Degree in Computer Information Systems or related program is preferred
- 01 years of experience in Customer Service software/IT support or as a skilled user of enterprise software
- Demonstrated aptitude for troubleshooting technical problems
- A general understanding of servers networks enterprise software and data integration between enterprise applications
- Experience with enterprise software in a support or advanced business user role is strongly preferred
- Familiarity with cloud/virtualized environments (such as AWS Azure DigitalOcean or Google App Engine) relational databases SQL queries basic syntax and C# or Java code is preferred
- Experience with reporting from enterprise applications and data warehouses is preferred
- Basic Linux command line skills are preferred
- Ability to create and edit HTML and embedded CSS particularly for use in emails 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 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
What you can expect from us!
- Awardwinning culture that fosters growth diversity and inclusion for all
- Paid day off for your birthday
- Free LinkedIn Learning subscription
- Biannual performancebased 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 onsite 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 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 fastgrowing 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 longterm stability. We place a tremendous amount of responsibility on our team members to be productive focused and selfmotivated. We offer a casual work environment competitive compensation and a stellar benefits program.
KUBRA does not typically provide immigrationrelated assistance including employmentbased work visa (e.g. H1B) 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.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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