Support Analyst

Wellspring Worldwide

Support Analyst responsible for technical support across Evolve, Sophia, Scout, and Flintbox platforms. Engaging with customers to ensure effective product utilization and satisfaction.

Posted 7/7/2026full-timeRemote • 🇺🇸 United StatesJuniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Serve as the first point of contact for inbound customer support requests via Salesforce Service Cloud, managing cases from intake through resolution.
Triage, categorize, and prioritize support tickets based on severity, customer tier, and business impact.
Investigate and resolve product issues independently; escalate to the Senior Support Analyst or Product/Engineering when a case exceeds scope.
Maintain thorough, accurate case notes and resolution documentation in Salesforce and Jira.
Meet or exceed defined SLAs for response time, resolution time, and customer satisfaction.
Deliver 1:1 product training to existing users, including platform walkthroughs, feature Q&A, and workflow guidance, for Evolve, Sophia, Scout, and Flintbox.
Coordinate with Customer Success Managers to ensure training coverage aligns with customer’s goals.
Surface training gaps to management to highlight for the Director of Customer Enablement.
Build deep working knowledge of all supported Wellspring platforms and stay current on product releases, configuration updates, and known issues.
Identify recurring issues or patterns in the ticket queue and surface them to the Senior Support Analyst or Product team with supporting data.
Log reproducible bugs in Jira with complete context and steps to reproduce.
Communicate clearly with CSMs, Product, Engineering, and Implementation teams when issue resolution requires cross-functional involvement.
Contribute to internal knowledge base maintenance and team process improvement efforts.

Requirements

What you’ll need

Bachelor’s degree preferred, or equivalent experience in a customer-facing support or technical role.
1–3 years of experience in a SaaS support, customer success, or technical services environment.
Strong written and verbal communication skills; able to explain complex product behavior clearly to non-technical users.
Organized and detail-oriented with the ability to manage multiple open cases simultaneously.
Comfortable working in a fast-paced environment with shifting priorities.
Experience with Salesforce for case management or CRM tracking preferred.
Experience with Evolve, Sophia, Scout, and/or Flintbox.
Familiarity with Jira for bug logging or project tracking.
Background supporting enterprise or institutional customers (higher education, research, government).
Exposure to IP management, technology transfer, or innovation management software.

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Case ManagementTicket TriageIssue ResolutionDocumentation MaintenanceData Analysis

Soft Skills

OrganizedDetail-OrientedAdaptabilityCustomer-Focused