Phocas Software

Customer Support Analyst

Phocas Software

full-time

Posted on:

Location Type: Hybrid

Location: Costa Mesa • California • United States

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Tech Stack

ERPETLSQL

About the role

  • Deliver exceptional customer service using remote tools (TeamViewer, VPN, RDP, Teams)
  • Triage and manage the support case queue via Jira, phone, and email
  • Troubleshoot across OS, application, database, and ETL layers
  • Diagnose root causes and either resolve or escalate appropriately
  • Validate customer data extraction, staging, and integration processes
  • Provide end-user guidance, training, and workaround solutions
  • Maintain accurate case documentation and customer records in Jira and HubSpot
  • Participate in major incident management and root cause analysis
  • Contribute to knowledge base improvements and process enhancements
  • Advocate for customers to ensure a seamless support experience

Requirements

  • 2+ years’ experience in a product or software support environment
  • Experience handling support cases via phone, email, and ticketing systems
  • Strong troubleshooting capability across applications, databases, and data flows
  • Basic SQL knowledge and understanding of database design or data integration
  • Proficiency with Microsoft applications and general business software tools
  • Excellent written and verbal communication skills
  • Highly organized with strong case ownership discipline
  • Experience working remotely in a global organization preferred
  • Financial, Accounting, or ERP knowledge advantageous
  • Customer-first mindset with strong problem-solving curiosity
Benefits
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Training & Development
  • Work From Home
  • Wellness Resources
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingSQLdatabase designdata integrationcustomer data extractionETLcase managementincident managementroot cause analysisknowledge base improvements
Soft Skills
customer servicecommunicationorganizationcase ownershipproblem-solvingcuriositytrainingguidanceadvocacyremote work