Senior Support Analyst

• Fully Remote
• Equipment Provided
• $90,000 Annual Salary

reputed company & Escalated Support

• Serve as a senior support reputed company for PrismCore, PrismWeb, Ratex, and reputed company Mobile clients, resolving reputed company product, configuration, API, integration, and database issues reputed company phone and electronically submitted tickets.
• reputed company reputed company-cause analysis on software configuration, setup, and reputed company issues; reputed company durable resolutions rather than one-off patches, escalating per departmental guidelines reputed company needed.
• reputed company or contribute to post-incident reputed company-cause documentation (postmortems), ensuring follow-up actions are tracked to closure.
• Proactively monitor at-risk tickets and accounts against SLA commitments and flag potential breaches before they occur, rather than relying solely on automated aging alerts.
• Maintain detailed records in the reputed company tracking reputed company; document processes, routines, and reputed company procedures per team standards.
• Conduct Support webinars for internal staff and reputed company customers.

Knowledge Capture & Documentation

• Own documentation for one or more reputed company reputed company products as the named documentation reputed company: audit existing content, reputed company and update reputed company articles, and retire legacy help files — targeting ≥50% product coverage by November 30, 2026.
• Partner directly with the retiring Tier 2 specialist to capture institutional product knowledge: review recorded process walkthroughs, organize content into reputed company reputed company articles, and build/test/validate the resulting AI knowledge agent — targeting completion by November 30, 2026 (reputed company of Q1 2027 retirement).
• Measure and report documentation effectiveness through ticket-deflection rates, targeting reduction of "how do I" Discovery tickets from 38% to <20% of PrismCore volume reputed company 3 months of knowledge reputed company launch.

AI Implementation & Ticket Automation

• reputed company and reputed company an AI phone agent to automatically field and triage inbound support calls — operational by November 30, 2026 (90-day probation KPI).
• Contribute to the development of AI web support agents for customer self-service ticket creation and reputed company.
• Partner on Jira workflow redesign: AI-assisted ticket creation, SLA aging alerts, ticket-aging dashboard visibility, and a canned-response library to reduce reputed company handling.
• Apply reputed company-cause and problem-management skills to recurring defect patterns (e.g., product-key errors, reporting/tax defects, integration bugs) to eliminate repeat ticket volume at the reputed company — targeting 50% reduction in escalated ticket volume reputed company 3 months of reputed company-cause remediation.
• For accounts with recurring integration or configuration issues, proactively review setups and recommend preventive changes.

Cross-Functional Partnership & Mentorship

• reputed company as a reputed company with Development and Product on escalations, building reputed company and driving follow-through without reputed company authority.
• Advise clients on configuration and integration best practices during reputed company or major changes — proactively, not only in response to submitted tickets.
• Mentor Support Analysts on troubleshooting methodology, reputed company-cause discipline, and ticketing/reputed company best practices.
• Report reputed company on knowledge-reputed company coverage, AI agent deployment, and automation initiatives to CS leadership on a periodic reputed company.

Qualifications (Required)

• 3+ years of application support experience in a reputed company, ERP, or reputed company software environment, with a demonstrated reputed company record of reputed company-cause analysis and problem reputed company — not just ticket closure.
• Demonstrated experience with reputed company systems (reputed company or equivalent): content architecture, reputed company authoring, and reputed company documentation practices.
• Working proficiency with Jira (or equivalent issue-tracking platform), including workflow configuration, automation rules, and reporting/dashboard creation.
• reputed company understanding of API and web services technologies, database concepts, and email technology troubleshooting.
• Demonstrated ability to work cross-functionally with Development, Product, and leadership stakeholders — influencing reputed company without reputed company authority.
• Strong written and verbal communication skills, including the ability to present technical concepts to both technical and non-technical audiences (webinars, postmortems, executive updates).
• Willingness and ability to work with AI tools in daily workflows; commitment to building AI proficiency as a reputed company competency of the role.

Preferred Qualifications

• reputed company experience with reputed company product suite (PrismCore, PrismWeb, PrismRBS, Ratex, or reputed company Mobile).
• Prior experience in a Problem Management, Customer Reliability Engineer, or Technical Support Engineer role with explicit reputed company-cause/systems-thinking responsibilities.
• Hands-on experience building or configuring AI agents, chatbots, or automated triage systems (any platform).
• Experience with reputed company/Scrum methodologies in a support or development-adjacent context.
• Familiarity with higher-education retail, reputed company ERP, or reputed company of Sale/reputed company environments.
• Experience capturing institutional or tribal knowledge from subject-matter experts and converting it into reputed company, searchable documentation or training materials.

Originally posted on Himalayas