Technical Client Support Analyst

Tempe, AZ /
Service Delivery – Client Support /
/ Hybrid
KUBRA is currently looking for a Technical Client Support Analyst to join our Client Support team!

As a Technical Client Support Analyst you will provide tier-two technical support to KUBRA’s clients - the Technical Client Support Analyst is the initial point of contact for clients and works with teams across the organization in the identification, troubleshooting, escalation, and resolution of issues. This position includes participation in an on-call support rotation to provide 24×7 support to clients with Premium support agreements.

This is a hybrid opportunity.

What you get to do every day

    • Provide professional support to clients at large enterprises by handling and assessing inbound requests, internal checks, and automated alerts
    • Research issues involving application integration points, data integrity, connectivity failures, and application or system failures
    • Report details on issues to developers and manage communications with clients as issues are worked on and resolved
    • Client Excellence - Maximize client satisfaction by providing excellent customer service and maintaining Service Level Agreements
    • Review and react to client support and operational issues, assisting the team with initial triage, understanding of client implementations, and resolution of problems
    • Manage communications with clients throughout the life of a request and coordinate with developers and others to address issues

What kind of person should you be?

    • Excellent verbal and written communications skills
    • Ability to explain technical issues to those unfamiliar with the subject via email, telephone, and in person in a professional manner
    • Ability to collaborate with fellow team members and teams across the organization
    • Strong technical and problem-solving skills to support understanding of enterprise software solutions, enterprise architecture, and troubleshooting of problems
    • Strong work ethic and dedication to providing 100% client satisfaction
    • An interest in creating and tinkering with technology

What skills do you need?

    • 2-3 years of experience in Customer Service, software/IT support, or as a skilled user of enterprise software
    • Demonstrated aptitude for troubleshooting technical problems
    • A general understanding of servers, networks, enterprise software, and data integration between enterprise applications
    • Associate’s degree or work experience demonstrating professional communication and inter-office skills
    • Diploma or Degree in Computer Information Systems or related program is preferred
    • Familiarity with cloud/virtualized environments (such as AWS, Azure, DigitalOcean, or Google App Engine), relational databases, SQL queries, basic syntax, and C# or Java code is preferred
    • Experience with reporting from enterprise applications and data warehouses is preferred
    • Basic Linux command line skills are preferred
    • Ability to create and edit HTML and embedded CSS, particularly for use in emails, is preferred

What can you expect from us?

    • Award-winning culture that fosters growth, diversity and inclusion for all
    • Paid day off for your birthday
    • Access to LinkedIn learning courses
    • Continued education with our education reimbursement program
    • Flexible schedules
    • Free unlimited access to our refreshment stations (fully stocked with tea, coffee and other beverages)
    • Two paid days for volunteer opportunities

KUBRA is a fast-growing company that delivers customer communications solutions to some of the largest utility, insurance, and government entities across North America. KUBRA offers billing and payments, mapping, mobile apps, proactive communications, and artificial intelligence solutions for customers. With more than 1.5 billion customer interactions annually, KUBRA services reach over 40% of households in the U.S. and Canada. KUBRA is an operating subsidiary of Hearst.
Our office is small enough to allow creative individuals to flourish, yet large enough to provide long-term stability. We place a tremendous amount of responsibility on our team members to be productive, focused and self-motivated. We offer a casual work environment, competitive compensation and a stellar benefits program.