customer support analyst

Business Forecast Systems

Join our team to deliver technical support while building hands-on experience in IT and QA.Company OverviewBusiness Forecast Systems (BFS) is a software development and sales firm located in Waltham Massachusetts, 7 miles west of Boston. The company is best known for its Forecast Pro product line, the market leader in the area of business and demand forecasting. Our solutions are used by organizations ranging from mid-sized businesses to Fortune 500 companies and integrate with major ERP, supply chain, and demand planning systems.As we expand into cloud-based offerings and pursue SOC 2 compliance, we are investing in strengthening our technical operations, security posture, and customer support capabilities.Position OverviewBFS is seeking a Customer Support &amp; IT Support Analyst to join a small, high-impact team responsible for customer support, internal IT operations, and foundational security initiatives. This is not a siloed support role. You will be embedded across support, IT, security, and the product development team, making this an ideal position for someone looking to broaden their technical scope quickly.You will serve as a frontline technical resource for customers and internal staff, while also contributing to IT administration and security/process improvements. This is a hands-on, fast-moving role where priorities shift and initiative is expected. You&rsquo;ll also have the opportunity to contribute to software quality assurance testing.This is a hands-on role where individual contributions make a visible impact, offering an excellent opportunity to build technical expertise while working closely with both clients and colleagues. The ideal candidate is an innovative thinker who takes initiative, communicates effectively, thrives in a role with diverse responsibilities, and is eager to expand their technical skills and grow into increasingly technical responsibilities over time.This role is based in our Waltham, MA office. Given the collaborative and hands-on nature of the position, we expect team members to work primarily in the office (approximately 80&ndash;90% of the time), with some flexibility as needed.Responsibilities of the PositionThe successful applicant will be part of a small, dedicated team and play an important role in several areas including:Customer Technical Support (Primary Priority)<ul><li>Serve as the first point of contact for customer issues via email, phone, and Microsoft Teams</li><li>Troubleshoot software, installation, licensing, and environment-related issues</li><li>Guide customers through resolution steps and ensure successful outcomes</li><li>Escalate complex issues to development or QA with clear documentation</li></ul>Internal IT Operations<ul><li>Provide day-to-day IT support for employees (hardware, software, access issues)</li><li>Manage user accounts, permissions, and basic system administration tasks</li><li>Maintain and monitor system reliability across internal tools</li><li>Assist with software/hardware deployments, updates, and endpoint configuration</li></ul>Security &amp; Compliance (SOC 2 Readiness)<ul><li>Support implementation of security controls and policies</li><li>Assist with device monitoring, access control, and audit readiness efforts</li><li>Help maintain documentation for compliance initiatives</li><li>Partner with leadership on improving security posture over time</li></ul>Cross-Functional Support<ul><li>Assist with Salesforce administration and data support tasks</li><li>Support website updates (WordPress or similar platforms)</li><li>Collaborate with QA and product teams as needed</li><li>Contribute to process improvements across support and IT workflows</li></ul>Requirements for the Position<ul><li>Bachelor&rsquo;s degree in Computer Science, Information Systems, or related field (or equivalent experience)</li><li>Strong troubleshooting and problem-solving skills</li><li>Excellent communication skills (written and verbal)</li><li>Solid understanding of Windows environments and Microsoft Office</li><li>Ability to manage multiple priorities in a fast-paced environment</li></ul>Bonus Qualifications<ul><li>Experience with technical support or help desk environments</li><li>Familiarity with SaaS or cloud-based applications</li><li>Exposure to security and compliance frameworks (SOC 2, ISO 27001, etc.)</li><li>Experience with identity and access management tools (IdP, SSO, MFA)</li><li>Familiarity with endpoint management solutions (MDM, device monitoring)</li><li>Basic knowledge of networking, scripting, or system administration</li><li>Experience with Salesforce or similar CRM platforms</li><li>Familiarity with WordPress or web technologies</li></ul>BFS offers competitive salaries and excellent benefits.Please send resume and salary requirements to jobs@forecastpro.com.Total Compensation: $60,000+, depending on experienceJob Type: Full-timePay: From $60,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Flexible spending account</li><li>Health insurance</li><li>Health savings account</li><li>Paid time off</li><li>Parental leave</li></ul>Education:<ul><li>Bachelor's (Required)</li></ul>Work Location: In person

Customer Support & IT Analyst

K2 Services

<div>
 <ul>
 <li>
 Service Desk Analyst (Remote - U.S.)
 
 
 </li>
 </ul>
 Jumpstart your career in the dynamic Legal/IT sector with K2 Services as a Service Desk Analyst!
 
 
 We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients.
 
 
 K2 prepares you to work in a fast pace, agile, customer service-oriented environment while working collegially and collaboratively with a world-class Service Desk team.
 
 
 Career opportunities abound both within the Service Desk Department as well as more hands-on engineering roles for those looking for a more technical tract.
 
 
 
 The position comes with a full array of benefits, health insurance and matching 401k, and many more perks.
 
 
 
 
 This opportunity is remote! The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to their working shift schedule.
 
 
 
 <ul>
 <li>
 We are looking for candidates who are able to work any days of the week (any combination of days Monday through Sunday) 2nd and 3rd shift preferred.
 </li>
 <li>
 Compensation starts between $36k-$39k annual with a 10% Shift Differential for weekends and evenings after 5pm.
 
 
 </li>
 </ul>
 The
 
 Service Desk Analyst
 
 provides technical support related to computer systems, hardware, or software via telephone, email, and chat tools. This position is fast-paced and multi-task intensive, requiring quick decision-making and top-notch customer service skills.
 
 
 
 Essential Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues.
 </li>
 <li>
 Provide over-the-phone, email, and chat support.
 </li>
 <li>
 Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue.
 </li>
 <li>
 Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer?s reported issue.
 </li>
 <li>
 Properly ticketing all customer requests with detailed information regarding the issue reported. Service Desk Analysts are expected to provide accurate, descriptive, and complete information in all tickets to successfully relay information back to the customer or other support team members.
 </li>
 <li>
 Maintain a regular and reliable level of attendance.
 
 
 </li>
 </ul>
 
 Knowledge Skills And Abilities
 
 
 
 <ul>
 <li>
 High School Diploma or equivalent.
 </li>
 <li>
 Strong verbal, written, and typing skills.
 </li>
 <li>
 Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Service Desk Analyst?s success.
 </li>
 <li>
 Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.
 </li>
 <li>
 Ability to act independently and make decisions within the scope of the position?s responsibilities.
 </li>
 <li>
 Always display the utmost professionalism with team members as well as end-users. � Ability to function well in a high-paced and at times stressful environment.
 </li>
 <li>
 Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found.
 </li>
 <li>
 Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions.
 </li>
 <li>
 Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 Prolonged periods of sitting at a desk and working on a computer
 
 
 Will require Intune ?Mobile Device Management? software installed on a personal device(s)
 
 
 
 K2 SERVICES IS AN EQUAL OPPORTUNITY EMPLOYER
 
 Diversity and inclusion matter to us here at K2 Services Associates. We celebrate our differences and advocate an environment where everyone feels included. We are proud to be an equal opportunity employer ? and celebrate our employees? differences, including race, color, religion, sex, national origin, citizenship, marital status, sexual orientation, gender identity, age, disability, Veteran status, or any other protected group status. Our differences make us better, stronger, and more successful. Equal employment opportunity extends to all aspects of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensations, benefits, and other terms and conditions of employment.
 
 
 Opensity Solutions is an Equal Opportunity Employer.
 
 
 We are committed to creating an inclusive workplace and consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws. Employment decisions are based on qualifications, merit, and business needs.
 
 
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</div>

Service Desk Analyst - Remote (After Hours)

technology&

<div>
 
 
 IT Help Desk Analyst (Onsite)
 
 
 
 
 
 
 
 Location:
 
 Broadway, Manhattan, New York
 
 
 
 Employment Type:
 
 Contract (Full Time)
 
 
 
 Hourly Rate:
 
 $18 - $20 per hour
 
 
 (All inclusive)
 
 
 
 Start Date:
 
 ASAP
 
 
 
 Positions Available:
 
 Multiple
 
 
 
 Client Industry:
 
 IT Service Management
 
 
 
 
 
 
 Position Summary
 
 
 
 Technology&amp; is hiring
 
 IT Helpdesk Analysts
 
 to assist a large multinational client by providing customer support through phone, email, and chat. This role focuses on helping customers with service inquiries, providing information, and ensuring a positive customer experience.
 
 
 
 
 
 Onsite paid training will be provided.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Respond professionally to customer inquiries via phone, email, or chat.
 </li>
 <li>
 Provide Tier 1 help desk support for IT systems or operational services.
 </li>
 <li>
 Assist students, staff, parents, or other stakeholders with inquiries and service requests.
 </li>
 <li>
 Log and track incidents, service requests, and inquiries using CRM and ITSM.
 </li>
 <li>
 Research solutions using knowledge bases, workflows, and predefined scripts.
 </li>
 <li>
 Diagnose issues and provide initial troubleshooting or guidance to resolve problems.
 </li>
 <li>
 Escalate complex or priority issues to Team Leads or appropriate Tier 2/3/4 support.
 </li>
 <li>
 Maintain accurate records of interactions, resolutions, and actions taken.
 </li>
 <li>
 Follow quality standards, service level expectations, and operational procedures.
 </li>
 </ul>
 
 
 
 
 
 Candidate Profile
 
 
 <ul>
 <li>
 Excellent communication skills with strong customer service orientation.
 </li>
 <li>
 Ability to remain calm, patient, and professional when handling customer inquiries.
 </li>
 <li>
 Strong listening skills with an empathetic and positive communication style.
 </li>
 <li>
 Detail‑oriented with strong organizational and time‑management skills.
 </li>
 <li>
 Proficiency in Microsoft Office tools including Word, Excel, and PowerPoint.
 </li>
 </ul>
 
 
 
 
 
 Preferred Attributes
 
 
 <ul>
 <li>
 Prior experience in IT support or customer service.
 </li>
 <li>
 Experience with CRM/ITSM tools.
 </li>
 <li>
 Call Center experience and managing tickets, preferably in the public services.
 </li>
 </ul>
 
 
 
 
 
 Equal Opportunity
 
 
 
 Technology&amp; is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, gender, sexual orientation, age, disability, national origin, or any other legally protected status. We are committed to creating a diverse and inclusive workplace.
 
</div>

Help Desk Analyst

Concentrix

<div>Job Title: Business Analyst with Customer Support experience
Location: Omaha, NE (Onsite - 5 days a week)
Job Summary:
The Business Analyst and Customer Support Representative will be responsible for bridging the gap between IT and the business by using data analytics to assess processes, determine requirements, and deliver data-driven recommendations and reports to executives and stakeholders. This role also requires providing exceptional customer support and ensuring customer satisfaction.
Key Responsibilities:<ul>
<li>Provide strong customer support by addressing customer queries and issues efficiently and independently.</li>
<li>Perform detailed business analysis, identify business needs, and determine solutions to business problems.</li>
<li>Utilize O365 suite of apps effectively for documentation and collaboration.</li>
<li>Facilitate and participate in customer calls, working towards prompt and effective solutions.</li>
<li>Analyze and interpret data using tools like Tableau to support decision-making processes.</li>
<li>Develop and maintain expertise in electronic messaging formats such as EDI, XML, and others.</li>
<li>Support project management activities by applying project management methodologies where applicable.</li>
<li>Communicate effectively with team members, stakeholders, and executives.</li>
</ul>Must-Have Qualifications:<ul>
<li>4 to 8 years of experience in business analysis and customer support roles.</li>
<li>Experience with O365 applications.</li>
<li>Strong skills in customer support and business analysis, particularly in railroading and electronic messaging.</li>
<li>Expertise in two or more electronic messaging formats: EDI, XML, JSON, Flat File, ISA, AAR, or CLM.</li>
<li>Strong analytical skills and problem-solving capabilities.</li>
<li>Excellent communication skills.</li>
</ul>Good-to-Have Qualifications:<ul>
<li>Experience with EDI X-12.</li>
<li>Knowledge of data analytics tools like Tableau.</li>
<li>Basic programming knowledge including scripting, understanding of variables, loops, data structures, and function calls.</li>
<li>Railroad industry experience.</li>
<li>Familiarity with project management methodologies.</li>
</ul>Desired Profile:<ul>
<li>Strong commitment to understanding and meeting customer needs.</li>
<li>Capable of working independently to resolve issues and provide solutions.</li>
<li>Demonstrates a strong background in customer-focused culture.</li>
<li>Enthusiastic about continuous learning and adapting to new technologies and methodologies.</li>
</ul>The base salary for this position is $67,000 to $77,000 plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.
The deadline to apply for this position is: 04/14/2026. This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible.
As part of the hiring process, candidates may be required to undergo background screening and identity verification, where permitted by applicable law and consistent with the requirements of the role. Certain verification processes used by the Company or its service providers may involve technologies that rely on biometric identifiers or biometric information, where permitted by law. If biometric identifiers or biometric information are collected, used, or stored, the Company will provide the legally required disclosures and obtain any required written consent prior to such collection, and will handle such information in accordance with applicable biometric privacy laws and Company policies.
Physical and Mental Requirements 
The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.
Equal Employment Opportunity 
Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.
For more information regarding your EEO rights as an applicant, please visit the following websites:<ul>
<li>English: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
</li><li>Spanish: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRightsSp6.12.pdf
</li></ul>Accommodation 
Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting app.acco@concentrix.com. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.
Artificial Intelligence 
As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.
Work Authorization
In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.
For further information on available work states and Equal Employment Opportunity as an applicant, please visit: https://jobs.concentrix.com/north-america-equal-employment-opportunity-information/
#LI-Onsite 
#Omaha 
#Nebraska</div>

Business Analyst with Customer Support experience

First American

<div><h2 class="jobSectionHeader">Who We Are</h2>
Join a team that puts its People First! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity loans. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For&reg; list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.<h2 class="jobSectionHeader">
What We Do</h2>
Come join our team as a Production Support Analyst Associate - Remote based! The Production Support Analyst Associate works in a production environment that specifically deals with escrow related transactions. This position functions as a key contact supporting internal and external clients and is responsible for providing exceptional customer and software support.
This role will be remote during the following shift: 8am-5pm PST
What You'll Do<ul><li>
Ensures exceptional customer service for our customers</li><li>
Maintains email inbox and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department.</li><li>
Multiple platforms used for communication &ndash; Outlook, Microsoft Teams, Zendesk</li><li>
Provides first level accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary.</li><li>
Responds to customer requests within the required SLA; provides follow up when needed</li><li>
Maintains a current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.</li><li>
May perform additional duties relating to specific First American applications as assigned.</li><li>
May train / provide guidance to less experienced team members.</li></ul>
What You'll Bring<ul><li>
Comprehensive knowledge of escrow transactions and client operating systems.</li><li>
Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams)</li><li>
Familiarity with supported production support software, environments, and methodology</li><li>
Zendesk experience is preferred</li><li>
Excellent communication, problem solving skills and telephone etiquette.</li><li>
Written, verbal and interpersonal skills in order to communicate with a wide range of internal and external customers in a professional manner.</li><li>
Ability to organize multiple tasks simultaneously and streamline workflow management.</li><li>
Detail oriented, error intolerant environment</li><li>
High School diploma or equivalent</li><li>
AA/AS degree preferred.</li><li>
2+ years of escrow related work</li><li>
2+ years customer service-related work</li></ul><div>
** Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County. **</div><div>
First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).
</div><div>First American intends to conduct a review of an applicant&rsquo;s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.
</div><h2 class="jobSectionHeader">What We Offer</h2>
By choice, we don&rsquo;t simply accept individuality &ndash; we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it&rsquo;s the right thing to do, but also because it&rsquo;s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.
Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.</div>

Associate Production Support Analyst (Remote, 8am-5pm PST)

<div><h2 class="jobSectionHeader">Who We Are</h2>
Join a team that puts its People First! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity loans. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For&reg; list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.<h2 class="jobSectionHeader">
What We Do</h2>
Come join our team as a Production Support Analyst Associate - Remote based! The Production Support Analyst Associate works in a production environment that specifically deals with escrow related transactions. This position functions as a key contact supporting internal and external clients and is responsible for providing exceptional customer and software support.
What You'll Do<ul><li>
Ensures exceptional customer service for our customers</li><li>
Maintains email inbox and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department.</li><li>
Multiple platforms used for communication &ndash; Outlook, Microsoft Teams, Zendesk</li><li>
Provides first level accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary.</li><li>
Responds to customer requests within the required SLA; provides follow up when needed</li><li>
Maintains a current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.</li><li>
May perform additional duties relating to specific First American applications as assigned.</li><li>
May train / provide guidance to less experienced team members.</li></ul> 
What You'll Bring<ul><li>
Comprehensive knowledge of escrow transactions and client operating systems.</li><li>
Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams)</li><li>
Familiarity with supported production support software, environments, and methodology</li><li>
Zendesk experience is preferred</li><li>
Excellent communication, problem solving skills and telephone etiquette.</li><li>
Written, verbal and interpersonal skills in order to communicate with a wide range of internal and external customers in a professional manner.</li><li>
Ability to organize multiple tasks simultaneously and streamline workflow management.</li><li>
Detail oriented, error intolerant environment</li><li>
High School diploma or equivalent</li><li>
AA/AS degree preferred.</li><li>
2+ years of escrow related work</li><li>
2+ years customer service-related work</li></ul><div>
** Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County. **</div><div>
First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).
</div><div>First American intends to conduct a review of an applicant&rsquo;s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.
</div><h2 class="jobSectionHeader">What We Offer</h2>
By choice, we don&rsquo;t simply accept individuality &ndash; we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it&rsquo;s the right thing to do, but also because it&rsquo;s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.
Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.</div>

Associate Production Support Analyst (Remote, 9:30am- 6:30 pm PST)

CareStream Dental

<div>The Technical Support Analyst delivers advanced technical support and customer service to a global dental customer base across a portfolio of modern SaaS platforms and select on‑premise applications, including solutions built on legacy technology stacks. This role blends technical troubleshooting, customer communication, and domain knowledge to support systems used in daily dental practice operations.

Analysts serve as both an escalation point for complex issues and a frontline support resource for designated customer groups, assisting customers via chat, email, and inbound/outbound phone calls. Success in this role requires strong logical problem-solving skills, rapid learning ability, and comfort working across mixed technology environments that evolve over time.

Key Responsibilities
<ul>
<li>Provide advanced technical and application support for SaaS products, integrated partner solutions, and select on‑premise applications</li>
<li>Handle escalations from internal teams, partners, and stakeholders</li>
<li>Serve as frontline support for assigned customer groups</li>
<li>Diagnose and resolve issues across integrated environments, including operating systems, browsers, local systems, cloud services, networks, and legacy platforms</li>
<li>Communicate clearly and confidently with dental professionals to explain issues, workflows, and resolutions</li>
<li>Document troubleshooting steps, findings, and resolutions in real time while actively engaging with customers</li>
<li>Apply structured, logical troubleshooting to identify root causes and deliver effective solutions</li>
<li>Escalate issues to engineering or product teams with clear documentation and technical context</li>
</ul>
Continuous Improvement &amp; Collaboration
<ul>
<li>Stay current with platform changes, enhancements, integrations, and legacy system considerations</li>
<li>Create and maintain knowledge base articles, internal documentation, and self-service content</li>
<li>Analyze escalation patterns to identify training needs, documentation gaps, and automation opportunities</li>
<li>Support chatbot and knowledge automation initiatives as assigned</li>
<li>Collaborate closely with colleagues, managers, and cross-functional teams</li>
<li>Demonstrate professionalism, empathy, and a customer-first mindset in every interaction</li>
</ul>
Required Skills &amp; Experience

Core Competencies
<ul>
<li>Strong verbal and written communication skills in English</li>
<li>Logical reasoning and analytical problem-solving ability</li>
<li>Ability to explain technical issues to non-technical users</li>
<li>Effective time management and multitasking in live support environments</li>
<li>Professional phone presence and strong listening skills</li>
</ul>
Technical Skills
<ul>
<li>Support of modern SaaS platforms and select on‑premise applications using legacy technology stacks</li>
<li>Web-based application architecture</li>
<li>Windows client and server operating systems (current versions)</li>
<li>Browser-based troubleshooting</li>
<li>Basic networking concepts (DNS, connectivity, firewalls, latency)</li>
<li>Integrated local and cloud application environments</li>
<li>CRM and support ticketing systems</li>
<li>Databases and Microsoft SQL (desirable)</li>
<li>Web technologies and modern application stacks (advantage)</li>
</ul>
Domain Knowledge (Preferred)
<ul>
<li>Dental terminology and practice workflows</li>
<li>Dental insurance processing fundamentals</li>
<li>Financial and billing concepts relevant to healthcare</li>
<li>Experience working in regulated healthcare environments (plus)</li>
</ul>
Qualifications
<ul>
<li>High School Diploma or equivalent required</li>
<li>Degree-level education or equivalent experience preferred</li>
<li>2+ years' experience in a Level 2 / second-line technical support role</li>
<li>Demonstrated ability to learn new technologies and systems quickly</li>
</ul>
Salary Range: $48,000 - $52,000</div>

Technical Support Analyst Sensei

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