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Technical Support Analyst 🔥


The Technical Support Analyst will provide day to day support to new and existing OnShift customers. In this role you will provide support and communicate best practices to ensure customer success. You may also be responsible for providing additional training to current customers.

WHO WE ARE

OnShift is a B2B Software Company headquartered in the theater district of Cleveland, Ohio. We are a remote-first organization using the office as a hub for innovation, collaboration, meetings, and social interaction. Along the way we've secured notable awards, some of them include 2021 Top Workplaces in Northeast Ohio and 2021 Weatherhead 100. We’re growing fast, we love what we do, and we do it with passion.

Since our inception, OnShift has been uniquely dedicated to the needs of the long-term post-acute healthcare and senior living workforce. We recognize that employees are the greatest asset, and today it's more critical than ever to attract and retain staff members. Our HCM software solutions are designed to deliver operational excellence while improving the daily lives of healthcare employees, so they can focus on what matters most—delivering quality care to patients and residents.

As an organization, we value people who are dedicated and innovative and we reward them with challenging work, competitive pay, solid benefits, equity participation, career growth, and personal development.

OUR COMMITMENT TO DIVERSITY

OnShift understands that diverse teams who feel a sense of belonging create a better employee experience, have more fun at work, drive better business results, and create more innovative products. OnShift is committed to continuously evaluating and improving our Diversity, Inclusion, and Belonging efforts through our internal Diversity, Inclusion, and Belonging (DIBs) initiative.

A DAY IN THE LIFE

  • Work independently and proactively to resolve customer issues by researching, determining an alternate solution, or escalating issues if necessary
  • Manage inbound support requests through multiple channels of communication
  • Clearly communicate with customers while on support calls
  • Determine workarounds in the event the issue presented is an open defect within the application
  • Document information related to the ticket in Salesforce in detail; track activities in Salesforce
  • Perform customer training if the opportunity presents itself during the life cycle of the support ticket
  • Advocate for the customer and the Customer Success team, as appropriate
  • Communicate scheduling and labor management best practices to the customer when necessary
  • Provide feedback to Logicalis on regular basis
  • Identify opportunities to streamline the overall support process for better customer outcomes

DO YOU HAVE WHAT IT TAKES?

  • 1-2 years of experience in a technical customer service or help desk role
  • Demonstrated success working directly with customers in a customer support capacity
  • Basic technical aptitude with more advanced Microsoft Office skills (Excel, PowerPoint, and Word)
  • Ability to effectively manage multiple tasks
  • Strong written and verbal skills
  • Organized and detail oriented
  • A team player who can take direction and ownership of individual work
  • Goal oriented individual ready to ensure the success of all OnShift customers

EEO STATEMENT
We believe in equal employment and advancement opportunities for all people, based on ability, potential and record of accomplishment.

The Technical Support Analyst will provide day to day support to new and existing OnShift customers. In this role you will provide support and communicate best practices to ensure customer success. You may also be responsible for providing additional training to current customers.

WHO WE ARE

OnShift is a B2B Software Company headquartered in the theater district of Cleveland, Ohio. We are a remote-first organization using the office as a hub for innovation, collaboration, meetings, and social interaction. Along the way we've secured notable awards, some of them include 2021 Top Workplaces in Northeast Ohio and 2021 Weatherhead 100. We’re growing fast, we love what we do, and we do it with passion.

Since our inception, OnShift has been uniquely dedicated to the needs of the long-term post-acute healthcare and senior living workforce. We recognize that employees are the greatest asset, and today it's more critical than ever to attract and retain staff members. Our HCM software solutions are designed to deliver operational excellence while improving the daily lives of healthcare employees, so they can focus on what matters most—delivering quality care to patients and residents.

As an organization, we value people who are dedicated and innovative and we reward them with challenging work, competitive pay, solid benefits, equity participation, career growth, and personal development.

OUR COMMITMENT TO DIVERSITY

OnShift understands that diverse teams who feel a sense of belonging create a better employee experience, have more fun at work, drive better business results, and create more innovative products. OnShift is committed to continuously evaluating and improving our Diversity, Inclusion, and Belonging efforts through our internal Diversity, Inclusion, and Belonging (DIBs) initiative.

A DAY IN THE LIFE

  • Work independently and proactively to resolve customer issues by researching, determining an alternate solution, or escalating issues if necessary
  • Manage inbound support requests through multiple channels of communication
  • Clearly communicate with customers while on support calls
  • Determine workarounds in the event the issue presented is an open defect within the application
  • Document information related to the ticket in Salesforce in detail; track activities in Salesforce
  • Perform customer training if the opportunity presents itself during the life cycle of the support ticket
  • Advocate for the customer and the Customer Success team, as appropriate
  • Communicate scheduling and labor management best practices to the customer when necessary
  • Provide feedback to Logicalis on regular basis
  • Identify opportunities to streamline the overall support process for better customer outcomes

DO YOU HAVE WHAT IT TAKES?

  • 1-2 years of experience in a technical customer service or help desk role
  • Demonstrated success working directly with customers in a customer support capacity
  • Basic technical aptitude with more advanced Microsoft Office skills (Excel, PowerPoint, and Word)
  • Ability to effectively manage multiple tasks
  • Strong written and verbal skills
  • Organized and detail oriented
  • A team player who can take direction and ownership of individual work
  • Goal oriented individual ready to ensure the success of all OnShift customers

EEO STATEMENT
We believe in equal employment and advancement opportunities for all people, based on ability, potential and record of accomplishment.

The Technical Support Analyst will provide day to day support to new and existing OnShift customers. In this role you will provide support and communicate best practices to ensure customer success. You may also be responsible for providing additional training to current customers.

WHO WE ARE

OnShift is a B2B Software Company headquartered in the theater district of Cleveland, Ohio. We are a remote-first organization using the office as a hub for innovation, collaboration, meetings, and social interaction. Along the way we've secured notable awards, some of them include 2021 Top Workplaces in Northeast Ohio and 2021 Weatherhead 100. We’re growing fast, we love what we do, and we do it with passion.

Since our inception, OnShift has been uniquely dedicated to the needs of the long-term post-acute healthcare and senior living workforce. We recognize that employees are the greatest asset, and today it's more critical than ever to attract and retain staff members. Our HCM software solutions are designed to deliver operational excellence while improving the daily lives of healthcare employees, so they can focus on what matters most—delivering quality care to patients and residents.

As an organization, we value people who are dedicated and innovative and we reward them with challenging work, competitive pay, solid benefits, equity participation, career growth, and personal development.

OUR COMMITMENT TO DIVERSITY

OnShift understands that diverse teams who feel a sense of belonging create a better employee experience, have more fun at work, drive better business results, and create more innovative products. OnShift is committed to continuously evaluating and improving our Diversity, Inclusion, and Belonging efforts through our internal Diversity, Inclusion, and Belonging (DIBs) initiative.

A DAY IN THE LIFE

  • Work independently and proactively to resolve customer issues by researching, determining an alternate solution, or escalating issues if necessary
  • Manage inbound support requests through multiple channels of communication
  • Clearly communicate with customers while on support calls
  • Determine workarounds in the event the issue presented is an open defect within the application
  • Document information related to the ticket in Salesforce in detail; track activities in Salesforce
  • Perform customer training if the opportunity presents itself during the life cycle of the support ticket
  • Advocate for the customer and the Customer Success team, as appropriate
  • Communicate scheduling and labor management best practices to the customer when necessary
  • Provide feedback to Logicalis on regular basis
  • Identify opportunities to streamline the overall support process for better customer outcomes

DO YOU HAVE WHAT IT TAKES?

  • 1-2 years of experience in a technical customer service or help desk role
  • Demonstrated success working directly with customers in a customer support capacity
  • Basic technical aptitude with more advanced Microsoft Office skills (Excel, PowerPoint, and Word)
  • Ability to effectively manage multiple tasks
  • Strong written and verbal skills
  • Organized and detail oriented
  • A team player who can take direction and ownership of individual work
  • Goal oriented individual ready to ensure the success of all OnShift customers

EEO STATEMENT
We believe in equal employment and advancement opportunities for all people, based on ability, potential and record of accomplishment.

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