Customer Support Senior Analyst

Infinite Blue is the leading platform for resilience, business continuity and disaster recovery planning and response. We are in search of a  Customer Support Senior Analyst to join our expanding team to provide spectacular support and issue resolution to our amazing customers.

We are relentless in our pursuit of customer happiness and satisfaction so that they can build and maintain resilient organizations.  In this role, you will serve on the front line of intake, analysis, and triage of customer issues and provide resolution, coordination, escalation and follow up to ensure customer needs are handled fast the first time with a high degree of quality.

This position is located in Collegeville, PA.

Essential Job Functions and Responsibilities

  • Provide first level contact and resolutions to customer issues
  • Serve as primary escalation point for complex, urgent or critical customer issues
  • Translate customer issues into actionable issues
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources in a timely manner
  • Document resolutions to issues to allow reuse of knowledge over-time
  • Walk customers through problem solving process
  • Follow-up with customers, provide feedback and see problems through to resolution
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Make recommendations and update product documentation based on learnings
  • Be on weekly on-call rotation and available for critical escalations as needed

Required Qualifications/Skills

  • 3 years technical support experience
  • Strong listening skills and ability to translate customer thoughts into company action
  • Strong verbal and written communication skills
  • Excellent telephone / virtual communication etiquette
  • Demonstrated complex problems solving skills
  • Good interpersonal and customer service skills
  • Proven ability to prioritize workload and manage multiple activities at one time
  • Experience in utilizing help desk tracking/ticketing tools (e.g,. JIRA Service Desk)
  • Must be dependable with a high sense of urgency
  • Proficiency in English language

Preferred Qualifications/Skills

  • 5+ years technical support experience
  • Undergraduate degree in Information Technology, Computer Science or equivalent experience
  • Experience managing a help desk tracking/ticketing tool (e.g., JIRA Service Desk)
  • Knowledge of relational databases, Internet technologies and technical infrastructures
  • Working knowledge or certification in KCS (Knowledge Centered Support)
  • MBCP, CBCP, or ABCP designation from DRII, similar designation or experience in BC/DR field
  • PMP, Six Sigma Black Belt or other project management credentials/background
  • Multi-lingual

Core Values

Infinite Blue has a strong orientation towards these five core values.  Successful employees will demonstrate these capabilities:

  • Grit – courage and resolve to achieve our goals
  • Agile – ability to reassess and adapt quickly
  • Trust – confidence in our services and each other
  • One Team – strong alignment and collaboration across the company
  • Respect – all team members add value

Company Perks

  • Generous Vacation Package
  • Employee Benefits offered for full time employees and include: Medical/Dental/401K/etc.

Infinite Blue is an Equal Opportunity Employer.

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Infinite Blue is an Equal Opportunity Employer. 

About Company

Infinite Blue provides a comprehensive low-code development platform and enterprise applications for the business continuity and disaster recovery industry. Infinite Blue is trusted by independent software vendors and enterprises across the globe. Infinite Blue Platform is at the heart of countless business applications running in a wide variety of industries worldwide. The Company was started in 2013, has grown over 250% over the past three years and was recently named to the Inc. 5000 list of America’s fastest growing companies.