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Tech Stack
Tools & technologiesSQLTableau
About the role
Key responsibilities & impact- Help Desk Triage & Issue Replication
- Serve as the first point of contact for issues reported in the help desk channel, performing initial triage to separate genuine problems from repetitive or non-critical noise
- Gather logs, reproduce reported issues, and document clear, well-scoped tickets so that senior engineers and DevOps know where to look
- Act as a liaison between representatives, supervisors, and technical teams to close the gap between what is reported and what is actually happening
- Monitor an escalated help desk channel, working from team-lead archives to investigate real issues without being overwhelmed by duplicate reports
- Data & Reporting Support for Client Services
- Help Client Services interpret data by working in business intelligence tools such as Domo, Looker, or Power BI
- Take ownership of an existing library of reports and dashboards, reviewing how metrics are calculated, standardizing inconsistent definitions, and updating legacy reports with more accurate logic
- Partner with the data and Client Services teams to make reporting clearer, more consistent, and more trustworthy
- Documentation & Knowledge Management
- Capture and document CRM capabilities and processes that are currently undocumented or held as tribal knowledge
- Build and maintain user guides, FAQs, and troubleshooting references that reduce repeat questions and speed up onboarding
- Continuously improve documentation as systems and processes change
- Cross-Team & DevOps Support
- Assist DevOps with technical troubleshooting as needed (e.g., investigating 504 errors, timeouts, and other backend symptoms surfaced through support)
- Support Marketing and other internal stakeholders as a recognized internal customer of the support function
- Help identify recurring pain points and surface process improvements to the broader team.
Requirements
What you’ll need- High school diploma or equivalent required
- Associate or bachelor’s degree in IT, information systems, analytics, a related field, or equivalent practical experience, is a plus
- Previous experience in a help desk, technical support, call center, or operations-support role preferred
- Exposure to a business intelligence or reporting tool (Domo, Looker, Power BI, Tableau, or similar) is strongly preferred; hands-on report-building experience is a plus
- Familiarity with CRM platforms and with reading logs to triage issues is a plus
- Comfort learning new systems quickly, including CRM, ticketing, and BI/reporting tools
- Basic familiarity with querying or working with data (e.g., SQL) is a plus but not required
- Strong problem-solving mindset : the single most important attribute for this role
- Excellent attention to detail and a habit of documenting as you go
- Strong written and verbal communication, able to translate between technical and non-technical audiences
- Customer-service orientation and the ability to manage multiple priorities in a fast-paced environment
- Genuine willingness to learn new tools and grow into the data and reporting side of the role.
Benefits
Comp & perks- Application Support Analyst
- Competitive salary
- Flexible working hours
- Development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Issue ReplicationData InterpretationReport BuildingBasic SQL FamiliarityCRM Capabilities
Soft Skills
Attention to DetailStrong CommunicationCustomer-Service OrientationAbility to Manage Multiple PrioritiesWillingness to Learn
Certifications
High School DiplomaAssociate Degree in ITBachelor's Degree in IT