Solution Support Analyst

Flower Mound, TX

As a Solution Support Analyst for OrangeGrid, you will be responsible for product technical support, including troubleshooting, “Tier 1” configuration work, and assisting in product testing during implementation projects. You will consult with Configuration Engineers to resolve issues and to determine added value efficiencies that can be achieved through enhancements to configurations. As the primary day-to-day point of contact for customers post-implementation, you will collaborate closely with customers, analyzing their system usage and other workflow processes to determine enhancement needs and to translate those into product specifications. As a result of your efforts, OrangeGrid’s relationships with its clients will grow and its reputation in the marketplace will be enhanced.

  • An insatiable craving for a winning culture, grounded with a heart for service.
  • Have a desire to work with other technology superstars, building and operating an awesome product
  • Have a good sense of humor
  • Believe in a happiness-driven work environment
  • Likes to communicate. A lot
  • Have a “get it done” mentality
  • Not afraid to have fun
  • And of course this stuff

Essential Functions:

  • Function as a Single Point of Contact (SPOC) for all Incidents and Service Requests.
  • Diagnose, troubleshoot, and provide functional workarounds for end-user issues. Where appropriate, escalate tickets to Production Support Engineers.
  • Proactively manage customer issues, provide appropriate solutions and alternatives in a timely manner, and demonstrate exceptional follow-up to ensure resolution.
  • Contribute to the knowledgebase, making sure it is up-to-date and relevant.
  • Assist with planning and testing of application and configuration changes.
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.
  • Developing the trust and confidence of clients and internal technical stakeholders, and responding promptly to questions, concerns, and requests for revisions from each regarding solution documentation.
  • Maintain efficient and effective communication between client and support teams.
  • Ensure compliance with Service Level Agreements as contractually documented.
  • Demonstrate knowledge and understanding of OrangeGrid Core Platform and Processes.
  • Identify with and become accustomed to products and systems used by assigned customers.

Minimum Requirements:

  • Minimum 3 to 5 years in a similar position.
  • Support experience in the Financial Services industry is a big plus
  • Organizational and administrative skills, including problem-solving and analytical skills
  • Excellent initiative-taking communications and planning skills
  • Knowledge and experience working in support of highly configurable SaaS platforms
  • High level of business acumen
  • Quick thinking and effective decision making
  • Initiative-taking and a drive to succeed
  • Work proactively with a minimal level of direct supervision
  • Autonomous/Independent — enjoys working with little direction
  • Ability to assist with technical projects and partner with internal resources to solve technical issues
  • Strong relationship / customer management skills: experienced with multiple dedicated clients in technical support environment
  • Ability to multitask and prioritize job requirements; planning and coordination management
  • Strong personal interaction, presentation, and phone interaction skills
  • Always using professional level etiquette
  • A service-oriented, delivery-focused professional with a passion for getting results.

Physical Requirements:

  • The job requires prolonged periods of sitting (up to 7 hours) at a workstation operating a PC
  • Occasional lifting of 5lbs required
  • Must be willing and able to travel, at times extensively
  • Bending, twisting, and stooping to file records are required on a regular basis.

Here’s what we give to you:

  • Health/Dental/Vision Benefits
  • Paid Holidays
  • Generous Time-Off Policy
  • A happiness-driven work environment; We like to have Fun!
  • Your favorite snacks and drinks
  • The opportunity to work on forward-thinking products and technology
  • Competitive salary

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