Client Support Analyst II
$66,000–$66,000 year
RemoteUnited States or Seattle, Washington, United States
Job Summary
Own client support cases from intake through resolution, conducting structured troubleshooting by gathering context, analyzing data, and validating hypotheses to independently resolve issues within scope or escalating complex cases with complete documentation. Serve as the client-facing point of contact, providing timely updates via video calls and messaging, explaining technical concepts, and managing expectations regarding timelines and resolution paths. Apply knowledge of the Origami platform, configurations, and integrations to diagnose issues, using SQL or scripting languages where applicable to validate data-related problems and execute basic configuration changes. Partner with Technical Account Management and Client Success to resolve high-impact cases, while documenting findings, contributing to internal knowledge resources, and identifying recurring trends for continuous improvement.
Required Qualifications
- Bachelor's degree in Computer Science, Engineering, a related technical field, or equivalent practical experience
- 1+ years of experience in technical customer support or application support roles in B2B SaaS
- 1+ years of experience handling queue-based work in Salesforce, ServiceNow, or related platform
- Strong customer service orientation with the ability to communicate technical concepts clearly to non-technical users
- Ability to manage multiple cases simultaneously while meeting quality and timeliness expectations
- Willingness to learn new tools, processes, and product areas in a fast-paced environment
- Solid understanding of relational databases with the ability to write basic SQL queries for troubleshooting
- JavaScript, XML experience
- Ability to independently resolve the full breadth of Tier 1 cases with minimal oversight
- Strong judgment and decision making skills to determine when and how to escalate cases appropriately
- Ability to handle sensitive, high impact, or high visibility Tier 1 cases with discretion and professionalism
- Ability to produce high-quality, thorough case documentation that supports efficient downstream work
- Knowledge of Tier 1 processes, tools, and best practices, with the ability to serve as a resource for peers
- Ability to support onboarding and knowledge transfer for new CSAs through peer coaching and guidance
- Ability to identify recurring issues or documentation gaps and contribute meaningful improvements
Desired Qualifications
- Insurance or Risk industry experience preferred
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