Customer Support Analyst

About Lextegrity:

Lextegrity is a global leader in the digital transformation of corporate risk management. Our integrated platform combines continuous spend monitoring of data from systems like SAP, Oracle, and Concur with workflow automation tools to help global organizations prevent and detect fraud, corruption, conflicts of interest, and other economic crimes.

Lextegrity was founded in 2017 by veteran legal and audit professionals with decades of experience in addressing corporate fraud. Organizations lose 5% of their annual revenues to fraud, yet most companies struggle with embedding compliance policies into real-time business practices.  Our software solutions address this key problem.

POSITION SUMMARY:

We are hiring a Customer Support Analyst to serve as a resource for our enterprise customers, guiding them on all aspects of our applications, including support and product engagement. This position provides analysis and problem-solving, technical assistance and support coordination to customers. We need someone who is comfortable with the systems technology and who has the ability to communicate technical details to business users. We also need someone who is comfortable doing telephone and web/email-based support, and who is interested in growing with the company as our customer base and internal needs expand. This role will be the first point of contact for customers experiencing technical issues and be responsible for diagnosing problems quickly and escalating to various development teams to ensure complete issue resolution.

This is a great opportunity to join an early-stage fast-growing startup that is gaining steam quickly. You will have extensive exposure to our senior management, engineering team and our enterprise customers, in addition to having a key role in building out the infrastructure we use to support and grow our customer base.  

Key Responsibilities:

• Become an expert user of Lextegrity’s SaaS products
• Engaging directly with the customer through email and support tickets to determine the nature of issues/inquiries received
• Communicating necessary technical information provided by the team to customer through ticket completion
• Conduct meetings with customers over web conferences to troubleshoot issues and provide support.
• Diagnosing level 1 technical issues and serving as escalation point to higher level issues
• Build and maintain strong relationships with customers and become a go-to resource for questions about the product
• Identify opportunities to improve our customer support operations and own the development of internal resources to help our team work more efficiently
• Assist with the planning, implementation, maintenance and documentation of support procedures

Qualifications:

• An ideal candidate has at least 2-4 years of experience working in technical support at a SaaS software company
• Strong written and verbal communication skills
• Experience querying relational databases using PostgreSQL 
• Familiarity with Javascript technologies
• Comfortability working within cloud infrastructure such as AWS
• Eager to learn our technology and learn about the legal compliance market
• Willing to wear multiple hats and help in ways beyond the typical job profile
• Desire to work in a startup environment, with a proactive mindset and minimal supervision
• Experience with CRM/Support software 
• Experience with distributed teams that emphasize online communication (Slack, Asana, Zoom, Jira, GoogleDocs, Confluence)

Benefits And Perks

• Flexible working conditions and ability to work remotely
• Freedom of choice for your technical equipment, e.g. Mac or Windows
• Flexible PTO – we trust you
• Work for a rapidly growing companies with some of the most talented people in the industry
• A transparent and collaborative team environment
• Medical, Dental & Vision Coverage
• FSA, HSA, Life insurance, and Long-term Disability insurance 
• 401K matching program and Stock options 
• Team activities, game nights, and happy hours

Lextegrity is an equal opportunity employer and prohibits discrimination on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Must be authorized to work in the United States on a full-time basis. No phone calls or recruiters please.

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