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Technical Support Analyst

San Francisco, CA | Engineering

Job Description

About this Start-up

2012 Webby award winner Manilla <http://www.manilla.com> is the definitive digital account management service that instantly gets consumers organized, reduces clutter and stress, and saves time and money.  With Manilla, consumers get an up-to-the-minute organized view of all their household accounts - including financial, utilities, travel rewards, and subscriptions – anywhere, anytime.  Manilla also makes it easier for consumers to manage their accounts, pay their bills, and see and store forever all of their account-related mail.

Manilla is a fully-funded startup backed by Hearst Corporation, with a very seasoned and successful leadership team.  Manilla has offices in New York and San Francisco. 

About this Position

The Technical Support Analyst for the Manilla technology team acts as a gatekeeper, front-line researcher, and triage manager for incoming technical issues. They assure delivery of quality issue resolutions as efficiently and expediently as possible, all with a commitment to providing the best possible Manilla service.   

 

Responsibilities:

  • Become an expert on the inner workings of the Manilla service and stay on top of changes/new features introduced in each release
  • Handle inbound technical support escalations and customer questions/issues via phone, chat or emails from Manilla customers, business partners and U.S. team members
  • Originate and track bugs and enhancements through both Manilla's internal and third-party external support tools
  • Validate reported issues using testing techniques and tools
  • Perform database-level investigation using SQL
  • Independently identify, diagnose and resolve Manilla technical and usage issues
  • Work with Product Management to prioritize issues and forward on actionable items to your colleagues in engineering.
  • Work as a consultative partner to your customer, building rapport and providing direction
  • Consistently attain high customer satisfaction ratings
  • Seek and recommend ideas to help cultivate the FAQ/Knowledge Base used by all customers and Customer Support staff
  • Provide valuable "front line" feedback on defects and enhancements to the Product Management and Engineering teams
  • Provide ongoing support for acceptance testing via-participation, feedback & QC
  • Assist in the development, improvement and implementation of Standard Operating Procedures
     

Requirements:

  • Demonstrated excellence in a customer service/technical support environment.
  • Tenacious problem-solver with strong analytical/QA mindset 
  • Helpful and enthusiastic customer-centric focus, and genuine commitment to delivering a best-in-class online service
  • Technical experience supporting web-based systems on windows and apple platforms and all browsers
  • SQL experience and proficiency
  • Ability to work closely and effectively with product and engineering colleagues
  • Strong organization, time-management, and planning skills
  • Excellent verbal and written communication skills
  • Ability to multi-task, attention to detail
  • Ability to work flexible hours understanding that Manilla is a start up and has teams on both the east and west coast


Additional experience with any of the following is a plus:

  • Experience with Jira and Pivotal Tracker
  • Experience in a QA capacity
  • Experience working in an Agile environment
  • Experience working with remote colleagues/teams
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