Technical Support Analyst

Case Resolution and Ownership:

• Manage a queue of active support cases from intake to close.
• Investigate issues thoroughly, apply known troubleshooting patterns, and escalate with full context when needed.
• Follow Technical Support SOPs and keep cases moving without repeated follow-up.

Customer Communication:

• Translate technical findings into plain language that customers at any level can act on.
• Set accurate expectations and communicate proactively when issues take time to resolve.
• Maintain a tone that keeps customers confident throughout the process.

Issue Resolution:

• Troubleshoot and resolve technical issues related to Clariti's SaaS products.
• Apply knowledge of cloud infrastructure, APIs, and system configuration.
• Know when a problem is within your scope and when to escalate with context.

Documentation and Collaboration:

• Record troubleshooting steps, findings, and resolutions accurately in the CRM.
• Contribute to knowledge base articles and best practice guides.
• Work closely with Product, Development, QA, and Professional Services to escalate and advocate for customer needs.