Product Support Analyst - UK
Product Support Analyst - UK
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Job Description
LogicGate was founded with a rebellious spirit and lofty objective: to build a modern risk management platform that helps our customers grow by transforming business risks into opportunities. Since our founding in 2015 weve secured more than $156M in four funding series to help us grow into the company we are today but were not done yet. LogicGate continues to push to lead the GRC category with our flexible and nocode risk management solution.
We are an outcomesfirst company. Our success comes from our highperforming teams so we give you the flexibility to work from where you are. Youll have the option to be fully remote work from our headquarters in Chicago or hybrid unless the role has specific requirements.
At LogicGate we believe that the strongest teams are made up of individuals who bring their different identities backgrounds ideas and experiences to the table. We remain committed to fostering an inclusive work environment where all employee differences are celebrated their ideas matter and everyone feels safe to bring their authentic selves to work.
Our Company core values of Be as One Do the Right Thing Embrace Curiosity Own It Empower Customers and Raise the Bar guide everything we do with our customers our employees and all we interact with. We are proud to have been recognized as a Built In Crains Chicago Business the Chicago Tribune and more. Visit our website to learn about our latest recognition
We are looking for a savvy communicator to join our growing Product Support team. In the role of Support Analyst you will have a direct impact on the business by guiding teaching and empowering our customers.
Youll need to build a strong relationship with our product as your knowledge will be a driving force in the success of our customers so previous experience in a SaaS technical support role is a plus. Equally important youll need to use your exceptional communication skills to provide assistance to customers with varying degrees of technical acumen.
The Product Support team at LogicGate is small but established. As part of the Product Support team you will be working closely with your teammates as well as the wider organization in order to provide the best possible solutions to our customers needs. This role is a great fit for someone who is detailoriented passionate about communication and adept at innovative problemsolving.
We are currently looking for a remote UKbased candidate.
What youd achieve:
- Become an expert at using and troubleshooting the LogicGate RiskCloud platform
- Provide excellent support to customers by handling inquiries troubleshooting productrelated issues and advising on product best practices
- Follow (and help develop) processes that improve our customers experience
- Collaborate with Customer Success to resolve customer issues to ensure customer happiness retention and adoption
- Partner with Engineering and Product teams as needed to troubleshoot issues bugs or provide customer feature request feedback
Attributes of a great candidate:
- Experience in the technology industry or a B2B SaaS startup environment preferred
- Ability to reduce a complex topic to a few simple steps and appreciate seeing customers become more successful because of your help and teaching
- You are quick to learn new technologies and are excited to share your passion for technology and software with others
- You are a skillful communicator and recognize the opportunity for every interaction to be a positive one
- You always have the customers needs in mind and help us find ways of making our processes more customer friendly
- You have excellent organizational skills with the ability to prioritize manage multitask and execute projects crossfunctionally
- Experience with some of the key softwares utilized by LogicGates customerfacing groups:
- Zendesk or equivalent ticketing system
- Salesforce or equivalent CRM platform
- Pendo Tableau or equivalent BI tool
- Jira or equivalent PM tool
- Slack Google Workspace or equivalent productivity tools
Total Rewards
Our Total Rewards Package is designed to support you both at work and outside of it. In addition to offering competitive salary variable compensation (bonus) equity and health and wellness benefits we are proud to offer generous Paid Holiday 9 Annual Bank Holidays Summer and Winter Fridays allowing you time to recharge and relax. We are focused on and invested in career development and learning opportunities including access to LinkedIn Learning regular People Leader training our internal Mentorship Program and annual Continued Education Program.
Our Culture
DEIB is a priority for us at LogicGate it is at the foundation of all of our core People programs activities and business practices. We encourage everyone to join one of our Employee Affinity Groups (BELogicGate Women in LogicGate and Pride) to participate in and contribute to conversations that foster a culture of belonging.
LogicGate also believes strongly in giving back to the communities in which we live and work. We support our teams through this by offering volunteer hours as well as Companywide charitable activities supporting organizations aligned with our Company Core Values.
Excited about LogicGate but not familiar with GRC Thats ok a lot of us werent familiar with GRC when we started too. Unless the job description specifically requires previous GRC familiarity heres what you need to know:
- GRC stands for Governance Risk and Compliance
- GRC professionals help their companies manage uncertainty act with integrity and stay on the right side of the law.
- The GRC market is rapidly expanding with continuous growth opportunities. The current market size is valued at $50.5 billion in 2024 and is projected to reach $104.5 Billion by 2031.
At LogicGate our People are the foundation of everything we do for our teams our customers and the Company. We are proud to offer competitive inclusive and comprehensive total rewards packages.
LogicGate has an outcomesfirst culture that provides a variety of benefits and perks that enable our teams to thrive both inside and outside of the include: competitive variable plans equity grants paid timeoff ongoing learning stipend paid parental leave Pension Private Medical Insurance Group Income Protection and Group Life Assurance.
Required Experience:
IC
Employment Type
Full Time
