Support Analyst
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Job Description
Support Analyst delivering technical assistance and product training for Wellspring software. Responsible for case resolution and cross-functional collaboration to enhance customer experience.
Responsibilities:
- Serve as the first point of contact for inbound customer support requests via Salesforce Service Cloud, managing cases from intake through resolution.
- Triage, categorize, and prioritize support tickets based on severity, customer tier, and business impact.
- Investigate and resolve product issues independently; escalate to the Senior Support Analyst or Product/Engineering when a case exceeds scope.
- Maintain thorough, accurate case notes and resolution documentation in Salesforce and Jira.
- Deliver 1:1 product training to existing users, including platform walkthroughs, feature Q&A, and workflow guidance, for Evolve, Sophia, Scout, and Flintbox, where online 1-to-many training offerings are not yet available.
- Coordinate with Customer Success Managers, who own strategic enablement and executive-level reviews, to ensure training coverage aligns with customer’s goals.
- Build deep working knowledge of all supported Wellspring platforms and stay current on product releases, configuration updates, and known issues.
- Identify recurring issues or patterns in the ticket queue and surface them to the Senior Support Analyst or Product team with supporting data.
- Log reproducible bugs in Jira with complete context and steps to reproduce.
- Communicate clearly with CSMs, Product, Engineering, and Implementation teams when issue resolution requires cross-functional involvement.
Requirements:
- Bachelor’s degree preferred, or equivalent experience in a customer-facing support or technical role
- 1–3 years of experience in a SaaS support, customer success, or technical services environment
- Strong written and verbal communication skills; able to explain complex product behavior clearly to non-technical users.
- Organized and detail-oriented with the ability to manage multiple open cases simultaneously.
- Comfortable working in a fast-paced environment with shifting priorities.
- Preferred Experience with Salesforce for case management or CRM tracking.
- Experience with Evolve, Sophia, Scout, and/or Flintbox.
- Familiarity with Jira for bug logging or project tracking.
- Background supporting enterprise or institutional customers (higher education, research, government).
- Exposure to IP management, technology transfer, or innovation management software.
Benefits:
- Professional development opportunities
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