Technical Client Support Analyst at KUBRA

Dallas, Texas, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

Excellent verbal and written communication skills
Ability to explain technical issues to those unfamiliar with the subject via email, telephone, and in person in a professional manner
Ability to collaborate with fellow team members and teams across the organization
Strong technical and problem-solving skills to support understanding of enterprise software solutions, enterprise architecture, and troubleshooting of problems
Strong work ethic and dedication to providing 100% client satisfaction
An interest in creating and tinkering with technology
Familiarity with cloud/virtualized environments

Responsibilities

Provide professional support to clients at large enterprises by handling and assessing inbound requests, internal checks, and automated alerts
Demonstrate strong communication skills by effectively articulating ideas, actively listening, and maintaining professional and clear interactions with team members, clients, and stakeholders
Research issues involving application integration points, data integrity, connectivity failures, and application or system failures
Report details on issues to developers and manage communications with clients as issues are worked on and resolved
Maximize client satisfaction by providing excellent customer service and maintaining Service Level Agreements
Review and react to client support and operational issues, assisting the team with initial triage, understanding of client implementations, and resolution of problems
Assist with classification and prioritization of issues
Execute case/ticket service requests requiring code and/or configuration updates
Achieve productivity related targets including support processed tickets, average response time, average time to close, time tracking
Manage communications with clients throughout the life of a request and coordinate with developers and others to address issues
Lead weekly case review with key clients
Participate in client meetings both on and off site as directed by their Team Leader
Conduct internal reporting on Key Performance Indicators (KPIs) for cases under management
Coordinate with various internal teams as necessary, including Product Development, Network Services, Service Delivery, Sales, and Marketing teams
Provide on-call after-hours support on a rotating basis
Develop and document new troubleshooting procedures as necessary
Build and maintain knowledge of supported products and implementations
Perform configuration and code changes on existing applications to meet customer needs
Provide timely responses by phone, notes and/or email to clients for case/ticket/telephone inquiries
Participate in client training on product/service features and functionality
Escalate complex issues to other Teams as needed to ensure problems reach a resolution quickly
Monitor systems
Work on special projects as required

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingClient CommunicationIssue TriageProblem ResolutionData IntegrityApplication IntegrationConnectivity TroubleshootingSystem FailuresCustomer ServiceOn-Call RotationService Level Agreements

Questions & Answers

Common questions about this position

Is this a remote role or does it require office presence?

This is a Hybrid role in Dallas, Texas.

What are the key skills required for the Technical Client Support Analyst position?

Key skills include strong communication, troubleshooting technical issues like application integration and data integrity, client service excellence to meet SLAs, and coordination with cross-functional teams.

What is the compensation or salary for this role?

This information is not specified in the job description.

What is the team environment like at KUBRA?

The team is fast-paced and collaborative, focused on solving complex technical challenges, delivering amazing client experiences, reliability, innovation, and client success.

What makes a strong candidate for this Technical Client Support Analyst role?

Strong candidates are passionate about solving complex technical challenges, thrive in providing tier-two support, excel in communication and client service, and are comfortable with 24/7 on-call rotation.

KUBRA

Customer experience management for utilities and government

About KUBRA

KUBRA provides customer experience management solutions tailored for large utility companies and government entities in North America. Their services include billing and payments, mapping, mobile applications, proactive communications, and artificial intelligence tools, all aimed at improving customer interactions and operational efficiency. KUBRA's solutions are used by over 365 clients, impacting more than 40% of households in the U.S. and Canada, resulting in over 1.5 billion customer interactions each year. The company offers various digital payment options, including partnerships with Apple Pay and Google Pay, ensuring convenience for customers. KUBRA generates revenue through subscription fees for its software and transaction fees from payment processing, allowing for steady income while expanding its offerings. The goal of KUBRA is to enhance customer engagement and streamline operations for utilities and government organizations.

Mississauga, CanadaHeadquarters

1992Year Founded

GROWTH_EQUITY_VCCompany Stage

Government & Public Sector, Fintech, AI & Machine LearningIndustries

501-1,000Employees

Benefits

Paid day off for your birthday

Flexible Work Hours

Bi-annual performance-based bonus

Professional Development Budget

Health Savings Account/Flexible Spending Account

401(k) Company Match

Risks

Emerging tech startups pose a competitive threat to KUBRA's market share.

Economic downturns may reduce budgets for KUBRA's utility clients.

Data privacy regulations could increase compliance costs for KUBRA.

Differentiation

KUBRA offers a comprehensive suite of customer experience management solutions for utilities.

KUBRA's solutions reach over 40% of households in the U.S. and Canada.

KUBRA partners with major platforms like Apple Pay and Google Pay for flexible payments.

Upsides

KUBRA's advanced analytics enhance data insights for utility companies.

Strategic partnerships with VertexOne and NorthStar expand KUBRA's market reach.

Growing demand for digital payments aligns with KUBRA's offerings.

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