Customer Support Analyst Remote
Job description
Software Support (USA based)
NoMuda creates VisualFactory, which is a web-based manufacturing system used by companies around the world. Our customers are major manufacturing organisations who make everything from cars to planes to electric buses and deep-sea robots. The software is used to provide detailed manufacturing instructions, collect real-time manufacturing data and can be deployed on-premise or in the cloud.
To ensure that our customers are getting the very best out of the product, we are looking for a Customer Support Analyst to join the Technical Operations team, based in the United States (you need to be a US Citizen).
What will I be doing?
Helping to ensure VisualFactory is meeting our customers’ requirements as well as ensuring it is being used to its full potential. This is done through solving customer questions and issues. You will be handling calls and ticket triage, assisting customers with learning the functionality both via tickets and in-call, helping update documentation, diagnosing software issues and supporting other requests as and when they come in.
Each of our customers have an individual way of using our software, so we strive to understand their ways of working and help them utilise our software to its fullest.
You will be supported by, and working with, colleagues in the US, Canada and our UK head office.
What will I need to have to get this role?
Drive. . . . and lots of it! We are looking for people to improve the lives of our customers in the future, not just solve the problems they have now. We don’t want tickets to be completed for the sake of it, we want people who will keep asking questions to really solve our customers problems.
The ability to stand back from a problem and conduct root cause analysis of the situation, great personal skills such as empathy and clear, concise written communication.
Experience in working with complicated software would be an advantage and some experience or knowledge of manufacturing and engineering would be helpful.
Whilst we are more than happy to show you the technologies we use, any experience or knowledge of the following would be desirable:
· Extensive Windows Server & SQL Server troubleshooting experience
· Windows Server & SQL Server performance monitoring
· Perform diagnostic test and debugging procedures to root cause issues
· Data analysis experience and report creation
· Creation and delivery of training materials and technical documentation
· Ability to create SQL scripts
If you do not have experience in all these areas but have the attitude to learn, please still apply!
Due to the nature of some of our clients, we are only able to accept applications from US citizens at this time.
This role will initially be working from home but due to growth plans, we are prioritizing candidates in the Raleigh area.
What’s in it for me?
Salary will be between $45k to $55k depending upon experience.
We encourage our employees to grow within our business. Many of our team have found niches they find enjoyable and rewarding and we have supported them in their growth.
What is NoMuda really like?
It is a pretty unique experience! We are still owned and managed by the original creator of VisualFactory so your success and the service you provide to our customers will be invested in from the highest level in the business. We are a small, tight-knit group of people passionate about creating success. Whether for our customers, ourselves or each other. We do this by developing solutions with smart simplicity, agile collaboration, being curiously creative, acting with passionate integrity and encouraging independent initiative.
I’m interested! What next?
Send your CV and covering note!
Job Types: Full-time, Permanent
Salary: £35,000.00-£45,000.00 per year
Benefits:
- Casual dress
- Company pension
- Flexitime
- Gym membership
- On-site parking
- Sick pay
Schedule:
- Flexitime
- Monday to Friday
Work Location: Remote
