Technical Client Support Analyst

We are excited to announce an opportunity for a Technical Client Support Analyst at KUBRA!

This key role is designed to provide tier-two technical support to KUBRA’s 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 on-call support rotation to provide 24 7 support to clients with Premium support agreements.

This is a HYBRID role 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 on-call 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 problem-solving 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?

Associate’s degree or work experience demonstrating professional communication and inter-office skills

Diploma or Degree in Computer Information Systems or related program is preferred

0-1 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, ASP.Net, 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!

Award-winning culture that fosters growth, diversity and inclusion for all

Paid day off for your birthday

Free LinkedIn Learning subscription

Bi-annual performance-based 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 on-site 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

Full-time

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 fast-growing 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 long-term stability. We place a tremendous amount of responsibility on our team members to be productive, focused and self-motivated. We offer a casual work environment, competitive compensation and a stellar benefits program. KUBRA does not typically provide immigration-related assistance, including employment-based work visa (e.g. H-1B) 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.