Support Analyst II

Position Summary

Onit is growing and we are in need of an experienced Lead Support Analyst. The role provides world-class technical support via phone, email and online, for clients utilizing Onit’s suite of products. We are seeking someone who enjoys solving problems for other people, has a technical background (we will provide training on our products and services) and can explain complex ideas and concepts in a clear, simple manner.

Key Responsibility

• Provide front-line and ongoing product and technical support for Onit’s products and solutions
• Develop and maintain expert knowledge on Onit’s product suite
• Educate users on all functions and features of our product line
• Assist with management of account software subscriptions
• Own and resolve customer and law firm escalations
• Provide feedback and suggestions on product features, product performance, alternative solutions and market trends
• You enjoy working in a fast-paced and dynamic environment, with minimal oversight and direction
• You take responsibility for projects end-to-end, from idea to completion
• Provide assistance, guidance, and coaching to colleagues where needed
• Participate effectively as an individual and team contributor within a multifaceted technology environment
• Support delivery and implementation services as necessary
• Work on special projects as assigned

Qualifications and Skills

• 4-6 years of related technical support is preferred (SaaS software preferred)
• Demonstrated ability to quickly understand business requirements and expectations
• Excellent verbal and written communication skills
• Detail-oriented with strong organizational skills
• Knowledge of programming or scripting languages such as SQL, Java, or similar technologies will be an added advantage.
• Ability to multi-task and prioritize across several projects simultaneously
• High aptitude and EQ