Technical Business Analyst II

July 11

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Clariti

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Empowering governments to serve efficiently.

state government • cloud computing • software for municipalities • local government • land management

51 - 200

Description

• Reporting to the Technical Support Manager, as a customer-facing Support Analyst you are a solution-oriented individual who enjoys solving complex technical problems. You will play a lead role in Clariti’s most important customer and partner relationships by being the go-to person for reception, first review, and resolution of cases. You will be a key contributor to the knowledge base in the company, fostering an environment of continuous learning and knowledge sharing. You will have the ability to consult and implement best practices, troubleshoot issues, and resolve complex technical issues while understanding the importance of escalation for issues requiring additional oversight. Customer success is key – this role consistently demonstrates the values of the Company in all dealings with internal and external stakeholders.

Requirements

• Bachelor’s degree or diploma in Computer Science, Information Technology, related field or technical experience in a customer facing role. Certifications or coursework in IT support are a plus. • Basic understanding of SaaS, cloud computing, and IT infrastructure concepts. Familiarity with SQL, APIs, and troubleshooting methodologies is advantageous. • Strong desire to help and support customers. Excellent interpersonal and communication skills, both verbal and written. Experience in a Technical Support environment and customer facing role. • Ability to analyze and resolve technical issues independently or with guidance from senior team members. • Ability to thrive in a fast-paced environment and quickly learn new technologies and processes. Ability to effectively prioritize and escalate customer issues as required • Collaborative mindset with a willingness to assist team members and contribute to team goals. • Previous experience with Salesforce.com CRM and its technologies • Experience interfacing with product, development and QA teams • Experience in end-user training and documentation • Comfortable interacting with all levels of customers and partners • Ability to multi-task and perform effectively under pressure • Experience with database and relational data structures

Benefits

• 100% ‘remote-first’ Work Environment - our people are our greatest asset, and everyone requires a different environment to do their best work. To maintain flexibility in our workstyles and locations, our team works remotely - currently across Canada and the United States • Flexible Work Hours - everyone on the team works a typical 8-hour workday, however as we span various timezones, we have defined core hours for collaboration from 9am-2pm (PST). Outside of that window, we recognize that everyone has busy and diverse lives, so we encourage our team to be flexible in their schedules for work based on their personal needs and preferences • Competitive Total Compensation - we recognize the valuable contributions and hard work of our team, and reward them for it! • Personal Time Off (PTO) - we recognize the need for recreation, and to ensure that all employees are taking adequate rest, we offer our team 29 days of paid time-off (broken down as 3 weeks of vacation + 8 flex days + 2 holiday observance days + 4 team appreciation days) • Comprehensive Extended Benefits package - including coverage for medical, dental and vision - starting on day one! • $500 Annual Wellness Spending Account - (prorated based on start date) for team members' personal health and wellbeing • An Annual Professional Development budget, and high potential for growth and continuous learning • Team Building Initiatives - in partnership with leadership and our People & Talent team, we have a culture committee who regularly host events and activities to support team socials and engagement • Onboarding & Quarterly WFH budget - we provide each of our team members with $300 to get started, and $150 per quarter (adjusted based on CAN or US location) to spend towards home office expenses, co-working memberships, or anything they need to make their personal work space comfortable • Tech Tools and Stack - we provide the team with a Mac (or PC where necessary), and for regular collaboration and day-to-day work management, we use Google Workspace, Zoom, Slack, Confluence/Jira, Lattice, Rippling and Greenhouse