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Technical Support Analyst


Cypress HCM

2021-11-26 08:30:06

Job location Chicago, Illinois, United States

Job type: fulltime

Job industry: HR / Recruitment

Job description

Responsibilities:

  • Ensure documentation of all issues and solutions in the support ticketing system and in accordance with Standard Operating Procedures (SOP).
  • Create and maintain deep technical knowledge of how the company's application is deployed and configured in the Cloud.
  • Study, troubleshoot and resolve customer issues, as well as communicate status to customer.
  • Escalate product defects and enhancement requests via JIRA to the Engineering Team.
  • Inform customers on best practices for using the company's SaaS application in an efficient and effective manner.
  • Handle phone system to accept and respond to incoming customer calls.
  • Be open to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customer.
  • Build knowledge base articles and other informational documents to be shared with customers.
  • Demonstrate strong follow-through.
  • Be available for weekend and after-hours on-call production support rotation.


Requirements and Desired Experience:

  • 2+ years supporting enterprise SaaS applications in a B2B setting - must
  • API exp (SOAP, REST)
  • Zendesk, Salesforce and/or JIRA knowledge
  • Mortgage experience a plus
  • Bachelor's Degree

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