Job Description

We are seeking a highly responsive and detail-oriented Support Analyst to monitor and manage inbound tickets within the Zendesk system. This role is responsible for providing timely responses, resolving issues efficiently, and ensuring a high level of customer satisfaction. The ideal candidate is a proactive problem solver who thrives in a fast-paced support environment and is committed to continuous learning, particularly in becoming fully proficient in OnePlan.

Key Responsibilities

• Monitor the Zendesk ticket queue throughout assigned hours (8:00 AM - 4:00 PM ET) to ensure prompt acknowledgment and response to all incoming requests.
• Provide timely, accurate, and professional responses to support tickets.
• Troubleshoot and resolve functional and technical issues, escalating when appropriate.
• Conduct root cause analysis and implement solutions to prevent recurring issues.
• Develop deep functional knowledge of OnePlan to effectively support end users.
• Test new release updates and system enhancements; document findings and report defects or improvement opportunities.
• Collaborate with internal teams to address complex issues and support system improvements.
• Maintain accurate documentation of issues, resolutions, and support procedures.
• Contribute to knowledge base articles and user documentation as needed.

Qualifications

• Proven experience in a ticket-based support environment (Zendesk experience preferred).
• Strong troubleshooting and problem-solving skills.
• Ability to prioritize tasks and respond quickly in a time-sensitive environment.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Power BI.
• Strong written and verbal communication skills.
• Detail-oriented with strong organizational skills.
• Ability to work independently while collaborating effectively with cross-functional teams.

Additional Information

This is a paid remote position. Must be located within the United States.

We offer a competitive salary, benefits package, and opportunities for career growth. If you are passionate about problem solving and are looking for a challenging and rewarding opportunity, please submit your resume.

All your information will be kept confidential according to EEO guidelines.