Solutions Analyst (TAM)

You are responsible for the delivery and management of technical and integration interactions and will own the most challenging and interesting cases. As a customer facing support expert, you will be solution focused, and service oriented to advocate for the customers when working or escalating high priority cases and issues. In this role, it is equally important to accurately communicate system behaviors and next steps internally and externally. Develop an in-depth understanding of the product and processes to identify trends impacting functionality, availability, capacity, user satisfaction and infrastructure performance. As a member of the Customer Support Department, your main area of responsibility will be to troubleshoot and resolve complex technical and integration related issues over the phone or through other electronic interactions. Work cross-functionally in an effective and professional manner with other departments to manage escalations, communicate root cause, solution and resolve cases and issues. Document user problems as per SOP, to proactively contribute to the investigation of defects and other issues to prevent re-occurrence. Stay abreast of new features, tools and functionalities to maintain product expertise and assist with upskilling of support peers. Be available to work between the hours of 8am to 8pm EST weekdays, occasional weekends, and on-call as required. Coordinate and execute internal and external meetings to resolve problems. Contributing to and helping maintain knowledge base tool.