Support Analyst

CourseStorm helps Arts organizations connect people with creative learning opportunities. Our simple class registration, enrollment, and marketing tools make it easier for these organizations to deliver meaningful programs in their communities. We’ve connected over 350,000 students with education and enrichment opportunities already, and we’re growing fast! We’re seeking a curious, resourceful Support Analyst to provide exceptional customer support and high-quality technical solutions. You’ll join our Customer Success team to field technical questions, investigate problems, and deliver professional services, including integrations, data imports, and custom reports. Your work will begin with understanding the customer's friction point or desired outcome, asking thoughtful questions, and finding practical solutions that help them move forward. You'll lean on AI-powered tools to streamline your work and enable you to focus your energy where it is most needed. We’re looking for someone who combines technical skill with clear communication and dependable follow-through. Whether you’re explaining a feature, troubleshooting an issue, or preparing a report, you’ll make complex information understandable and help customers feel confident in the solution.

Responsibilities

• Seek to understand the customer's need and use case in each Support interaction.
• Resolve questions and technical issues with clear, practical guidance, ensuring the proposed solution meets the customer's need.
• Reproduce reported issues, document findings, and escalate to Product and Engineering when additional expertise is needed.
• Own assigned support tickets from start to finish, including investigation, escalation, customer updates, and resolution.
• Coordinate and deliver assigned professional services projects.
• Contribute technical expertise to Help Center articles and internal documentation.
• Identify patterns across customer requests and recommend improvements to our product, services, and processes.
• Use AI and connected tools to investigate, organize, and complete work efficiently while maintaining accuracy and sound judgment.
• Operate efficiently in an ecosystem of connected platforms, including ChatGPT, Slack, Jira, HubSpot, GitHub, Fellow, etc.
• Contribute to overall Customer Success objectives to enhance customer experience and sentiment.

Requirements

• A bachelor’s degree from an accredited institution.
• At least 2 years of experience in a SaaS technical support role.
• Experience using ticketing systems such as Jira, Zendesk, or similar tools.
• Experience with and enthusiasm for AI-first workflows.
• Experience working with software integrations, including tools such as Zapier and APIs.
• Experience using SQL to retrieve, investigate, and report on data.
• Strong discovery and investigation skills: you stay curious, ask good questions, and seek to understand the underlying need.
• Ability to explain technical concepts clearly in simple, natural language, verbally and in writing.
• Comfort with public speaking and a professional, reassuring presence on camera.
• Resourcefulness and initiative: you use available resources, raise concerns early, and propose solutions.
• Sound judgment, including the ability to spot patterns and make recommendations informed by customer needs and company goals.
• An appreciation for simplicity and the ability to focus on what matters most.
• Adaptability, accountability, and openness to feedback and growth.

Helpful, but not required:

• Additional programming experience, such as Python, JavaScript, or HTML.
• Experience with public-facing technical writing.
• Experience working directly in an Arts organization.

CourseStorm is centered around personal growth. Even if you don’t meet every requirement, we encourage you to apply. We know confidence gaps and imposter syndrome can keep excellent candidates from applying, and we don’t want that to keep us from meeting you.

Benefits

CourseStorm offers a competitive benefits package, including:

• A supportive team and a culture that values work+life fit
• Flexible remote work
• Health, dental, and vision insurance
• Short-term disability and life insurance
• Retirement plan
• Employee Assistance Program
• Paid holidays
• Unlimited “Take What You Need” paid time off
• Paid professional development
• $1,200 home office budget
• $1,000 annual personal learning stipend
• Competitive compensation

About CourseStorm

We believe that everyone is needed to build a better world through education and we are actively working to hire a diverse staff. The unique experiences, perspectives, and talents of our team members aren’t accessories – they are instrumental to our success and the impact we make. We welcome anyone with an open mind and an open heart to join us on this journey. CourseStorm is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, veteran status, or national origin.