Client Support Analyst II

Overview

Client Support professionals are responsible for delivering client-facing, high-quality, timely, and technically accurate support to Origami Risk clients. This job family spans foundational support through advanced technical investigation, combining strong customer communication, disciplined case management, and increasing technical depth to resolve issues and protect client confidence in platform stability.

Team members handle client support cases of varying complexity depending on role level, experience, and assignment. Responsibilities may include Tier 1 support, Tier 2 support, advanced technical investigation, or specialized support functions. Across all levels, individuals are expected to investigate issues thoroughly, communicate clearly with clients and internal teams, and document findings accurately to support resolution and continuous improvement. These roles will be responsible for managing cases in one of the two support queues available (Tier 1 or Tier 2) with the goal of ensuring a cohesive and effective support experience.

Responsibilities

Case Management & Issue Resolution

• Owns client support cases from intake through resolution in alignment with assigned scope, service level objectives, and defined procedures.
• Conducts structured troubleshooting by gathering context, analyzing data, and validating hypotheses.
• Independently resolves issues within their scope and promptly escalates those requiring additional expertise. Ensures all escalations include complete documentation, a clear problem statement, and all relevant supporting data.
• Provides timely updates to clients on active outage cases based on Tier 2 information, ensuring affected clients remain informed and that any critical impacts or concerns are promptly relayed back to Tier 2 for outage management.

Client Communication & Experience

• Serves as a client-facing point of contact for assigned cases, maintaining professionalism, clarity, and responsiveness.
• Expected to use most effective communication methods to resolve cases primarily through video calls and messaging within a case.
• Provides accurate and proactive updates throughout the case lifecycle.
• Explains technical concepts, actions taken, and outcomes in language appropriate to the audience.
• Manages expectations regarding timelines, next steps, and resolution paths.

Technical Investigation & Platform Knowledge

• Applies knowledge of the Origami platform, configurations, data models, and integrations to diagnose issues.
• Uses SQL or equivalent query tools to investigate and validate data-related issues.
• Leverages scripting or markup languages (ie. JavaScript, XML) where applicable to support troubleshooting.
• Maintains awareness of platform changes, releases, and relevant industry or regulatory considerations.
• Identifies qualified vs. unqualified incidents (Origami platform error vs. customer-induced).
• Provides clear problem statements, environment/version info, steps to reproduce, impact, and attachments.
• Executes basic platform configuration such as user/role changes, simple form edits, and minor SQL adjustments.

Cross-Functional Collaboration

• Partners with Technical Account Management, and Client Success to resolve issues effectively.
• Communicates client impact and urgency, cross-functional discussions and case transfers.
• Supports high-impact or sensitive cases with sound judgment and composure.

Documentation, Knowledge Sharing & Improvement

• Produces clear, accurate case documentation that supports efficient resolution and downstream work
• Contributes to internal knowledge resources, troubleshooting guides, and runbooks.
• Identifies recurring issues, trends, or gaps and shares insights with Support Leadership and partner teams.
• Participates in post-incident reviews and continuous improvement efforts.
• Records hours worked in accordance with Origami's time entry policy

Qualifications

• Bachelor’s degree in Computer Science, Engineering, a related technical field, or equivalent practical experience.
• Fluency in English.
• 1+ years of experience in technical customer support or application support roles in B2B SaaS.
• 1+ years of experience handling queue-based work in Salesforce, ServiceNow, or related platform.
• Strong customer service orientation with the ability to communicate technical concepts clearly to non-technical users.
• Ability to manage multiple cases simultaneously while meeting quality and timeliness expectations.
• Willingness to learn new tools, processes, and product areas in a fast-paced environment.
• Insurance or Risk industry experience preferred.
• Solid understanding of relational databases with the ability to write basic SQL queries for troubleshooting.
• JavaScript, XML experience.
• Ability to independently resolve the full breadth of Tier 1 cases with minimal oversight.
• Strong judgment and decision making skills to determine when and how to escalate cases appropriately.
• Ability to handle sensitive, high impact, or high visibility Tier 1 cases with discretion and professionalism
• Ability to produce high-quality, thorough case documentation that supports efficient downstream work.
• Knowledge of Tier 1 processes, tools, and best practices, with the ability to serve as a resource for peers.
• Ability to support onboarding and knowledge transfer for new CSAs through peer coaching and guidance.
• Ability to identify recurring issues or documentation gaps and contribute meaningful improvements.

Who We Are

Origami Risk delivers single-platform SaaS solutions that help organizations best navigate the complexities of risk, insurance, compliance, and safety management.

Founded by industry veterans who recognized the need for risk management technology that was more configurable, intuitive, and scalable, Origami continues to add to its innovative product offerings for managing both insurable and uninsurable risk; facilitating compliance; improving safety; and helping insurers, MGAs, TPAs, and brokers provide enhanced services that drive results.

A singular focus on client success underlies Origami’s approach to developing, implementing, and supporting our award-winning software solutions.

Origami Risk is proud to be an equal opportunity employer. We thrive and benefit from diversity and are committed to creating an inclusive and equitable environment for all employees. We do not discriminate against any individual based upon race, religion, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, color, sex, national origin, age, marital status, military or veteran status, disability, or any other characteristic protected by applicable law.

Caution: Be alert to recruiting scams. We have received reports of individuals impersonating Origami Risk recruiters to deceive candidates into disclosing personal information. These impostors use fake Origami Risk domain names and email addresses. Please double-check that any email address from an Origami Risk recruiter ends with origamirisk.com or talent.icims.com. And to confirm the legitimacy of any recruiting communication, feel free to email [email protected].