Technical Support Analyst, Unanet

• 3+ years of software technical support experience
• Strong verbal, written, and customer-facing communication skills
• Ability to provide both written and verbal technical support to customers, leveraging ticketing software, email, and web meetings
• Strong interpersonal and team skills, including ability to work remotely and cross-functionally with subject matter experts to formulate responses to customers
• Ability to properly document actions taken to resolve a customer issue
• Ability to use AI-assisted knowledge retrieval to identify and apply known resolutions, and provide feedback to improve accuracy
• Ability to work from 9:00am – 6:00pm ET

Desirable

• Our growing Support Team is looking for a Technical Support Analyst who thrives in an AI-augmented environment
• You will leverage intelligent tools for ticket triage, trend detection, and knowledge management, freeing you to focus on complex troubleshooting, customer relationships, and continuous improvement of our AI-assisted workflows
• What You’ll Do
• Evaluate and troubleshoot client issues
• Set clear expectations and provide timely, meaningful updates on active issues
• Demonstrate strong case ownership from intake through resolution
• Coordinate phone calls, emails, and meetings to support our customers
• Participate in release-verification tasks
• Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution
• Troubleshoot both web and mobile application issues that may arise
• Identify ticket trends, and proactively address potential issues
• Act as the voice of the customer by capturing business impact
• In your First 30 Days
• Learn our product features and how we support our customers
• Become proficient with Unanet’s ticketing system and common resolutions
• Familiarize self with current support knowledge and AI tools
• Enroll in and complete Unanet product training
• In your First 60 Days
• Begin owning customer support requests
• Provide AI-assisted responses to common, recurring customer issues
• Escalate effectively with clear technical context, business impact, and urgency
• Route tickets for other groups and update customers on progress
• In your First 90 Days
• Begin showing greater autonomy and discretion with owned tickets
• Leverage your team as needed on more complex technical support requests
• Demonstrate proficiency in our web and mobile offerings