Technical Support Analyst - Remote for California Residents
Location: Remote for California residents, Company based in Folsom, CA Department: Technology / Operations Reports To: Chief Operating Officer Position Overview This role is primarily responsible for supporting both internal and external users by resolving technical issues related to our systems, primarily Salesforce, as well administration other SaaS applications (i.e. Slack, Okta, SharePoint). The ideal candidate will have a strong interest in becoming a certified Salesforce Administrator and become an expert in the functionality and use of other SaaS applications across our organization. Note: While certification is not required at the time of hire, it is expected to be completed as part of the role’s ongoing professional development. The ideal candidate will demonstrate excellent communication skills, both with external clients and internal teams, and possess the ability to investigate, research, and recommend solutions to technical challenges. The Technical Support Analyst will report directly to the Chief Operating Officer and collaborate closely with the technical, operational, and leadership teams.
Key Responsibilities
The position of Technical Support Analyst will be directly responsible for the following:
- Provide technical assistance to users via phone (inbound/outbound), chat, email, and other communication channels for web-based system and login issues.
- Support Salesforce administration, including data corrections, cleanup projects, and user assistance.
- Serve as the primary point of contact for third party support tickets with IT vendors and SaaS application help desks.
- Maintain clear and timely communication with end users regarding incident status and resolution.
- Perform daily data reconciliations between Salesforce and third-party system reports.
- Investigate discrepancies, resolve missing data, and disposition system cases.
- Collaborate with third-party teams to resolve and clear system issues.
- Escalate issues to the appropriate internal teams for resolution.
- Manage and monitor shared mailboxes and calendars, as well as Slack and Teams channels related to technical support and system integrations.
- Updating internal documentation and process guides as needed.
- Reproduce and document technical issues to support bug validation and resolution for process improvement.
- Administer SaaS, including: RingCentral, Slack, Okta. Loom, Jira/Confluence, SharePoint permissions.
- Identify and document process improvements for future development.
- Assist with testing of bugs and future enhancements.
- Perform other duties as assigned.
Skills & Competencies
- Experience with Data Loader is a plus
- SaaS application management (users, licenses, cross app integration, workflows)
- Experience with ticketing systems (Salesforce and/or Jira)
- Strong communication skills with the ability to explain technical concepts, with patience, to non-technical users both written and verbal.
- Excellent analytical and problem-solving skills.
- Customer service-oriented attitude and outstanding interpersonal skills.
- Proficient in Microsoft Office Suite, and Visio/LucidChart, with high aptitude for Outlook and Excel functionality.
- Attention to detail. Must demonstrate accuracy and thoroughness with high volume transactions, and multiple areas of responsibility.
- Understand SDLC (Waterfall and Agile), preferred.
- Ability to multi-task, effectively prioritize and adapt quickly with minimal supervision.
- Team player, willing to help to resolve technical and business process issues.
Education & Experience
- 5 years experience in the field of IT-support with emphasis on phone and email support for SaaS and web based software.
- Salesforce Administration experience (not certified), 2 years minimum required
- Bachelor’s degree in Information Technology, Computer Science or related field or a proven record of success.
- Insurance Industry (Commercial), preferred.
Benefits
Offered
- Competitive salary
- Benefits: Medical, dental, vision, FSA, 401K with match, LTD, Life Insurance, AD&D, and EAP
- Employer-sponsored training and professional development
About Us
Community Association Insurance Solutions (CAIS) is a Commercial Insurance Wholesaler and Program Administrator specializing in protecting Homeowners' Associations (HOAs), Condominiums (Condos), Townhomes and Planned Unit Developments (PUDs). Visit www.caislive.com for more information about our company. Pursuant to California regulation, the compensation range for this position is as stated and includes eligibility for performance-based bonuses. California Pay Range $70,304—$81,000 USD