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Support Analyst
Smart Communications group
- Saint Paul, Illinois, United States
- Saint Paul, Illinois, United States
Über
This position offers the opportunity to work in a fast-paced, global technology environment, supporting complex applications, collaborating with cross-functional teams, and developing deep technical expertise across enterprise and cloud-based solutions.
About Smart Communications Smart Communications is the trusted choice for regulated enterprises looking to modernize complex processes and connect with customers in the moments that matter most. Our Conversation Cloud™ platform powers frictionless, compliant, digital-first experiences through omnichannel communications, intelligent data capture, and secure digital archival.
More than 650 enterprises worldwide—including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp—rely on Smart Communications to reduce compliance risk, boost operational efficiency, lower costs, and fast-track digital transformation that fuels business growth and elevates the customer experience.
With more than 30 pre-built connectors, Smart Communications’ cloud-native platform integrates effortlessly with the world’s most trusted enterprise systems including Salesforce, Guidewire, DuckCreek, OneSpan, and Pega, enabling more than 60 billion mission‑critical customer conversations globally, and driving faster time to value.
Responsibilities Customer Support & Issue Resolution
Apply strong analytical skills to assess issues, identify root causes, and determine effective resolutions
Demonstrate proactive ownership by driving issues through to resolution within agreed timelines
Troubleshoot and resolve application and system issues by working directly with customers
Manage support cases from investigation through resolution and closure
Resolve or escape urgent and high-priority incidents in line with support processes
Participate in on-call rotations and provide evening or weekend coverage as required
Customer Experience & Communication
Communicate clearly and effectively to positively influence outcomes and build customer trust
Demonstrate awareness of personal impact and adapt communication style to suit different stakeholders
Build trusted relationships with customers through clear, proactive communication
Demonstrate ownership and accountability for customer issues
Provide consultative guidance on application usage and best practices
Collaboration & Continuous Improvement
Work collaboratively across teams to promote shared ownership and continuous improvement
Plan and execute support activities effectively, adjusting priorities as required
Collaborate with engineering and internal teams to identify root causes
Provide feedback to improve product quality and system stability
Knowledge & Process Management
Create and maintain knowledge base articles
Monitor and manage the support queue to ensure timely responses
Define and refine support and queue management processes
Qualifications Must have skills/experience:
Strong adaptability, maintaining performance and focus under pressure and changing priorities
Commitment to maintaining and growing technical expertise within the application support domain
Strong understanding of software solution design and architecture, with experience supporting enterprise and SaaS-based applications
Hands-on experience with enterprise application technologies, with a strong focus on Java and .NET–based systems, including application servers, SQL Server, REST/SOAP APIs, XML, JSON, and modern web and browser technologies
Experience supporting cloud platforms and architectures (such as AWS and/or Azure) for scalable, cloud-native applications
Familiarity with customer support and helpdesk tools, such as Salesforce Service Console, within a customer-facing support environment
Excellent written and verbal communication skills, with the ability to engage effectively with both technical and non-technical stakeholders
Bachelor’s degree in a technical discipline or equivalent relevant professional experience
Experience or exposure to artificial intelligence (AI), machine learning, or AI-enabled platforms and tools would be advantageous
Smart Values
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Peak Openly - We are positive, creative, helpful, kind and we have fun. We listen and provide constructive feedback. Through meaningful conversations we encourage each other to be the best that we can be. We’re not complainers we’re problem solvers.
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Make a Difference - We focus on the things that matter and prioritize the things that have the greatest impact. We celebrate success and hold ourselves accountable for our choices. We don’t sit on the sidelines.
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Agile & Flexible - We are focused on evolving, improving and growing. We think differently and challenge the status quo with open minds. We ask ‘why?’ so that we can help remove complexity. We don’t allow hurdles to get in our way.
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Results-Focused - We get stuff done by being efficient, working at pace and paying attention to detail. We focus on finding solutions and fixing things. We don’t believe in being busy for the sake of being busy, we focus on productivity.
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Teamwork - We are stronger and better together. We collaborate, trust and support each other to deliver results for our company and our customers. We don’t want anyone to feel disengaged, we’re in this together!
What’s the deal? We will provide you with the tools, equipment and support to give you the best possible chance of success and over-achieving your goals. Salary will depend on your experience and will be highly competitive.
In addition to a friendly, flexible and fun working environment, we provide a range of other benefits, including extensive health, dental and vision insurance, employer-funded health savings account, flexible spending plan, life and AD&D insurance, short and long term disability insurance, gym membership reimbursement, and 401K contribution, as well as 18 days’ holiday allowance plus an additional day off on your birthday!
This role is fully remote.
So, if we interest you, please let us know by applying for this position and tell us all about yourself.
Please note: we only consider applicants with current legal right to work in the countries in which our positions are based. All qualified applicants will receive consideration for employment regardless of colour, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.
To learn more about Smart Communications visit: https://www.smartcommunications.com/
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Sprachkenntnisse
- English
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