Job Description:

Client Application Support (SaaS) W2 Candidates Only PleaseAll potential candidates should read through the following details of this job with care before making an application.Rate: $35-37/hr. W2 with benefitsFully RemoteCustomer service experience for SaaS supportTechnical aptitude/knowledgeStrong written communication skills, as the majority of our communications is done via email.Description: Client Application Support (SaaS) Notes What we're looking for in an Ops Analyst is someone with external as well as internal customer service experience, ideally with a technical background. We lean towards the customer service background more as the technology can be more easily learned, assuming the candidate has some technical aptitude. Experience with international clients/customer service could be very beneficial, but not required.Notes:We are really looking for someone with a proven track record of working remote, self starter, search for things. And most importantly someone who has the customer facing experience - soft skills, 99% of communication is via email, so they will need to be able to have written and verbal skills.A lot of different applications that someone will need to be able to support. Customer focus is key - clients are all over the globe, you must be sensitive to their time frame, but the cultural gap. Most clients speak English, however sometimes emails come in, in a different language (may have to google translate in their language). They serve internal and external customers. Technical background is 2nd to customer service piece. Applications they use are technical, you are dealing with underwriters in the field that may not be technical - XML knowledge is very helpful. Ability to learn technical piece is key.Problem solving skills are important, may have to troubleshoot issue. Curiosity to help.Can sit remotely - Working 8-4:30 CST (some flexibility once they are trained)ServiceNow, XML familiarity and/or insurance experience are a big PLUS. Seeing customer service experience on resume is a must. Working with other cultures, time zones, is a huge plus. Bi Language is a plus. A lot of Japanese, French, Spanish (need to translate and respond).Notes:Client communication skills (very important), written skills, and ability and personality to work with varying client types is paramount. Must be able to pivot depending on the circumstance.Manager isn't looking for Help Desk people in which they handle a large volume of tasks, or that quickly resolve things and/or escalate things.This position will own the ticket from the time it opens until it is resolved.It will bring in other groups (dev, systems, etc) when needed but still manager the ticket and client.ServiceNow is the ticketing system.Ideal would be someone working for a software company doing this exact role.