Support Analyst

Job Description

The Company
Kantata takes professional services automation to a new level, giving people-powered businesses the clarity, control, and confidence they need to elevate organizational performance throughout the project lifecycle. The Kantata Cloud for Professional ServicesTM is helping over 2,000 firms in more than 100 countries focus on and optimize their most important asset: their people.
Kantata is well-capitalized, hiring, and growing our loyal and diversified customer base faster than we ever have. Most importantly, we have a clear vision of where we’re going and how to get there. (Hint: It involves you.) Did we mention that Kantata is also an awesome place to work? You’ll have the opportunity to work in a dynamic environment with a team that loves what they do. A talented team, great perks, and an amazing culture = an employee-rated Best Place to Work!
About the Opportunity

You will join a team responsible for providing support to our client Kantata SX installations on the Salesforce Platform (PaaS) working with Customer Support, Professional Services and our Customer Success Managers.
The Customer Support team’s focus is triage, routing, and initial handling of customer-reported issues. Support’s objective is to understand the customer’s configuration setup and provide context and explanation for the observed behavior and position the customer to be a savvier user of their delivered solution as well as have a clear view of their options and paths for further evolution of their setup. Should we encounter system functional issues, Support advocates for the customer in highlighting, pursuing, and communicating the solution path with internal teams to resolve the customer experience. Our mission is to answer our customers’ questions with ease and speed.
Primary Responsibilities:

• Troubleshooting/investigation of customer-reported issues and questions
• Communication and analysis of relevant concepts, configuration setups, and product information
• Positioning and accommodation of relevant Kantata SX capabilities and services
• Escalation handling, prioritization, communication, and customer advocacy for resolving functional issues
• Enablement and engagement with colleague teams – Education, Customer Success, Service Delivery, Sales – to recognize and identify action opportunities and optimize collaboration to enhance customer experience
• Time-specific shift attendance and resource schedule compliance for coverage purposes. Occasional shifted and off-hours tasks may be required
• Ability to be successful in self-management and discipline towards attendance, communication quality, and team participation
• Voice and video meetings with customers and colleagues

What You Bring to this Role:

• Familiar general knowledge of modern web technology and accessibility – e.g., Server-client relationship, DOM, REST API, HTML/CSS/Javascript stack, HTTP statuses, modern web browsers and operating systems, mobile applications/device types, SaaS/PaaS architecture, etc.
• Familiar knowledge of software development lifecycle – from roadmap to development to QA to deployment
• Experience with relational database structures (SQL, SOQL, etc), techniques and considerations for traversing related data tables/objects
• Sound communication skills including business writing and excellent spoken and written English
• Ability to articulate technical concepts into concise and understandable explanations for a less technical reader
• Demonstrable skill in analysis or technical problem solving
• Self-management, ability to maintain productivity and quality without constant direct supervision
• Hold or be studying a computer science or software engineering related degree or comparable and demonstrable knowledge of key concepts
• Specific knowledge of Salesforce, Apex, and the master-detail object model are a significant plus, though not required

Compensation

• The base salary for this position ranges from $50,000- $60,000
• This position is eligible to participate in a Company Wide Bonus Plan.

*The above represents the expected salary range for this job requisition. Other compensation considerations include: location, relevant experience and other job-related factors.
Additional Information
This role is remote role within the US.
Our Philosophy
We know every company can be successful with the right technology and when people are at the core. We believe that we’re better together - that working hand-in-hand brings the best thoughts to the table and creates an environment of learning and growth. Here, you’ll enjoy:

• An intentionally engaging and collaborative culture - ditch the silo!
• Strong work-life balance that’s a true focus of the company
• The chance to learn from some of the best people in the business
• A vibrant, collaborative and devoted team, who still makes time for fun

At Kantata, we strive to create an inclusive workplace that upholds the dignity of all people. We value, respect and celebrate everyone’s unique strengths from all different walks of life. As we continue to cultivate diversity within the company, our product (and people!) innovation continues to flourish.
Kantata is an Equal Opportunity Employer.