Job details

Support Analyst, MoveHQ (Remote)

MoveHQ, a division of Updater, is seeking a motivated Support Analyst to join our rapidly growing Support team. In this role, you will leverage your expertise to resolve escalated customer support issues via email, form, chat, and phone, collaborate cross-functionally with our internal teams to address customer issues quickly and satisfactorily. You’ll report to our Support Manager, who fosters a culture of diverse, creative, and passionate thinkers, and is committed to supporting your professional growth.

About the Role

Fielding inbound contacts for escalations via phone, form, and chat and email
Troubleshooting and problem solving product questions and issues
Partnering with Development and Engineering for product fixes and enhancements
Documenting and reporting - helping to create knowledge content and internal processes
Utilizing Salesforce and JIRA
Schedule:

During the first month your onboarding shift will be 9am-6pm ET Monday–Friday
After onboarding your schedule will be 2-11pm ET Monday - Wednesday; 8-5pm ET Saturday and Sunday

About You

3+ years’ experience in Product Support for external customers
Understanding of the relationship between Support and Product & Engineering teams
Experience at a SaaS company preferred
Experience working on smaller teams with multiple, competing priorities
Experience with Salesforce and JIRA
Candidates must be US based

The new hire salary range for this position is $56,438-$70,000 annually. Factors which may affect the starting pay within this range include skills, experience, and other qualifications aligned with Updater's internal leveling guidelines. This posting is anticipated to remain open until April 20, 2025.

About Updater

Updater makes moving easier for the 12 million households that relocate every year in the US. With Updater, users seamlessly forward mail, transfer utilities, connect TV and internet, and much more. Thousands of the most prominent real estate companies in the US (from real estate brokerages to multifamily and relocation companies) rely on Updater’s real estate products to save clients hours with a branded and personalized Updater moving experience.

Updater has raised over $450 million from leading investors, including SoftBank Capital, Vista Credit Partners, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more. Updater has ranked on Crain's Best Places to Work in NYC in 2016, 2018, & 2021. For more information, please visit www.updater.com.

Updater is proud to be an equal opportunity employer and will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.

Benefits: The Company offers the following benefits for this full-time position, subject to applicable eligibility requirements:

Medical, Dental, and Vision Insurance
Unlimited PTO
13 paid company holidays annually
Updater Stock Options
401(k)
Commuter Benefits
Personal Wellbeing Subsidy
New Hire Subsidy
One Medical Membership
Short Term Disability Insurance
Supplemental Life Insurance
12 weeks of Primary Caregiver Parental Leave

Updater Glassdoor Company Review

4.0

Updater DE&I Review

3.9

CEO of Updater

David Greenberg

Approve of CEO

Average salary estimate

$63219 / YEARLY (est.)

min

max

$56438K

$70000K

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