Senior Support Analyst (local, hybrid)
Heuristic Solutions, United States

Join a growing technology team and an awesome customer community.

Do you...

• enjoy making the complex simple?
• love being "hands on" in the software. without having to program it?
• plan your day, track your work, and keep your promises?

If you are you motivated by delighting customers and representing a team, we should talk.

We are looking a Senior Support Analyst.

The customer support team helps our customers achieve their aspirations using LearningBuilder. As a Senior Support Analyst, your primary focus will be to provide exceptional support to our clients, handling more complex issues and managing the client relationship.

Your areas of responsibly include:

Client Relationship Management:

• Build and foster relationships with client decision makers
• Collaborate closely with internal teams to swiftly resolve client issues, ensuring timely and satisfactory resolutions.
• Consistently surpass service level agreements, going above and beyond to guarantee client satisfaction throughout the support process.
• Foster effective communication and teamwork with cross-functional teams, upholding accountability in a distributed management structure.

Technical Support:

• Delight customers by delivering exceptional support through various channels, such as phone, email, and video meetings.
• Skillfully diagnose and troubleshoot technical issues, offering effective solutions to customers promptly.
• Configure and test applications, workflows, and reports to customize the system according to client requirements.
• Design and develop reports that uncover valuable insights from client data, enabling informed business decisions.
• Develop comprehensive training materials and guide clients to independently navigate and maximize the system's potential.
• Continuously enhance processes and procedures to elevate the overall client support experience and provide insights for product improvement to the product team.

Key indicators of success in this role are patience, curiosity, attention to detail and follow-through, passion for delighting the customer, and an awareness of when and how to ask for help when you need it.

Heuristic Solutions is a technology consulting firm founded in 1996 and headquartered in Arlington, VA 22209. We are pioneers as we search for new and innovative ways to solve problems; we act intentionally to deliver predictable success; we achieve excellence as a team. We value diversity and seek people that will show up every single day ready to make a fresh contribution.

LearningBuilder is our state of the art credentialing management platform that is used by certification, accreditation, and licensing organizations. Over 1,000,000 licensed and credentialed practitioners use LearningBuilder to manage their credentials. It is a remarkable product supported by a remarkable team.

Come join us!

Requirements

The ideal senior candidate will. . .

. . . demonstrate strong verbal and written communication skills.

. . . have a foundation in project management and account management.

. . . be able to work collaboratively and effectively with diverse staff, colleagues, and clients.

. . . have experience in system analysis and troubleshooting, able to learn new technologies quickly

. . . be able to serve as a point of account escalation.

. . . be proficient in delivering a technical solution.

. . . be present in our Arlington, VA Headquarters, and fully vaccinated.

And, if you don't quite have the experience at the senior level, please indicate the level you would like to be considered in the application process.

We encourage candidates with a Liberal Arts degree to apply.

At this time our recruiting efforts are limited to the Washington Metropolitan region.

Benefits

Parking, 401k contribution, health insurance benefits, paid time off, office dog.

Compensation: 75-95K plus benefits

Job Rewards and Benefits