Support Analyst
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Job Description
Support Analyst responsible for resolving customer issues in IP software for Quartz IP. Engaging with SQL and collaborating with teams to ensure seamless service delivery.
Responsibilities:
- Own the ticket queue
- Triage incoming tickets in Zendesk, prioritize by impact and urgency, and drive each one to resolution
- Keep customers informed without being asked
- Reproduce and diagnose issues
- Check the data, read the logs, run the query
- Monitor PracticeLink admin dashboards
- Resolve what you can; escalate what you can’t with a clean, reproducible writeup
- Document as you go and capture solutions in our knowledge base
- Hold the SLA line and hit your response and resolution targets
- Take after-hours rotation if needed
Requirements:
- 1+ years in software support, help desk, or a customer-facing technical role
- Working knowledge of SQL
- Real troubleshooting instinct
- Clear written communication
- High organization under load
- Curious without ego
- Comfortable with the basics like Microsoft 365, browser dev tools, ticketing systems (Zendesk, Salesforce, Jira, or similar)
- Authorized to work in the U.S.
Benefits:
- Full-premium-paid medical and dental from day one
- HRA covers half your deductible
- FSA and EAP available
- 401(k) with company contribution
- Generous PTO, paid holidays, and sick leave
- Fully remote with the autonomy that comes with it
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