Technical Business Analyst II

**Technical Business Analyst II** at Clariti Cloud Inc. US (Remote) / CANADA (Remote) **** Our team voted and made it official! Clariti has been awarded the prestigious, Great Place To Work in Canada, and we couldn’t be more humbled. Our People make empowering cultures possible, and we know what it takes to drive strong engagement because we live it every day, in all of the small and big things we do. ****We empower governments to deliver exceptional citizen experiences**** Clariti’s government software helps North America’s largest and fastest growing communities deliver exceptional community development, permitting, and licensing experiences online. Every day, our solutions help governments approve more permits for new homes, business licenses for entrepreneurs, and professional licenses for essential workers. As of 2023, following , a leading permitting and licensing software company serving small and mid-sized governments, our software is used by over 150 million people each day. If you’re interested in learning more about our company culture, and joining our team of relentless builders, you can check out more about our team . Reporting to the, as a customer-facing Support Analyst you are a solution-oriented individual who enjoys solving complex technical problems. You will play a lead role in Clariti’s most important customer and partner relationships by being the go-to person for reception, first review, and resolution of cases. You will be a key contributor to the knowledge base in the company, fostering an environment of continuous learning and knowledge sharing. You will have the ability to consult and implement best practices, troubleshoot issues, and resolve complex technical issues while understanding the importance of escalation for issues requiring additional oversight. Customer success is key – this role consistently demonstrates the values of the Company in all dealings with internal and external stakeholders. * **Customer Support:** Own the complete end-to-end customer experience by acting as the point of reception for technical problems escalating as needed to Clariti team members. Provide first-line technical support to customers via, email, and ticketing system. Skillfully manage customer expectations to result in a low effort customer experience * **Issue Resolution:** Troubleshoot and resolve technical issues related to our SaaS products, escalating more complex issues to senior support team members when necessary. Ensure that work meets the standards as outlined in Technical Supports Standard Operating Procedures * **Documentation:** Accurately document all customer interactions and troubleshooting steps in our CRM system. * **Knowledge Base Contributions:** Contribute to the development and maintenance of our knowledge base articles to facilitate self-service support for customers. * **Customer Communication:** Communicate technical information effectively to non-technical customers, ensuring they understand solutions and next steps. * **Collaboration:** Work closely with cross-functional teams including product development and QA to escalate and resolve issues, and advocate for customer needs. * **Continuous Learning:** Stay updated on product features, enhancements, and industry trends to provide accurate information and support. The initial base salary range for this role is expected to be between $65k - $95k annually. Our compensation bands are based on various factors, including the labour market (as informed by our business stage and industry), job type and job level. Exact salary offers will be determined by factors such as the candidate’s qualifications, experience, knowledge and skills. If you have questions about compensation as we move through the process, we’re happy to discuss further. * **Education:** Bachelor’s degree or diploma in Computer Science, Information Technology, related field or technical experience in a customer facing role. Certifications or coursework in IT support are a plus. * **Technical Skills:** Basic understanding of SaaS, cloud computing, and IT infrastructure concepts. Familiarity with SQL, APIs, and troubleshooting methodologies is advantageous. * **Customer Focus:** Strong desire to help and support customers. Excellent interpersonal and communication skills, both verbal and written. Experience in a Technical Support environment and customer facing role. * **Problem-Solving:** Ability to analyze and resolve technical issues independently or with guidance from senior team members. * **Adaptability:** Ability to thrive in a fast-paced environment and quickly learn new technologies and processes. Ability to effectively prioritize and escalate customer issues as required * **Team Player:** Collaborative mindset with a willingness to assist team members and contribute to team goals. The following qualifications are also a nice-to-have: * Previous experience with Salesforce.com CRM and its technologies * Experience interfacing with product, development and QA teams * Experience in end-user training and documentation * Comfortable interacting with all levels of customers and partners * Ability to multi-task and perform effectively under pressure * Experience with database and relational data structures ****Our Commitment to ED&I**** At Clariti, we’re on a continuous learning journey as it relates to Equity, Diversity, & Inclusion. We know that diversity is a strength, and recognize that the unique backgrounds across our team help us make better decisions, result in more creative solutions, and ultimately lead us to stronger paths of success. We are inspired by the unique contributions and insights of our team members, and are invested in continuously improving our employees’ experiences as we grow. We pride ourselves on supporting our team to show up every day being the best they can be, and in addition to our collaborative and people-focused environment, we offer our team: * **100% ‘remote-first’ Work Environment** - our people are our greatest asset, and everyone requires a different environment to do their best work. To maintain flexibility in our workstyles and locations, our team works remotely - currently across Canada and the United States * **Flexible Work Hours** - everyone on the team works a typical 8-hour workday, however as we span various timezones, we have defined core hours for collaboration from 9am-2pm (PST). Outside of that window, we recognize that everyone has busy and diverse lives, so we encourage our team to be flexible in their schedules for work based on their personal needs and preferences * **Competitive Total Compensation** - we recognize the valuable contributions and hard work of our team, and reward them for it! * **Personal Time Off (PTO)** - we recognize the need for recreation, and to ensure that all employees are taking adequate rest, we offer our team 29 days of paid time-off (broken down as 3 weeks of vacation + 8 flex days + 2 holiday observance days + 4 team appreciation days) * **Comprehensive Extended Benefits package** - including coverage for medical, dental and vision - starting on day one! * **$500 Annual Wellness Spending Account** - (prorated based on start date) for team members' personal health and wellbeing * **An Annual Professional Development budget,** and high potential for growth and continuous learning * **Team Building Initiatives** - in partnership with leadership and our People & Talent team, we have a culture committee who regularly host events and activities to support team socials and engagement * **Onboarding & Quarterly WFH budget** - we provide each of our team members with $300 to get started, and $150 per quarter (adjusted based on CAN or US location) to spend towards home office expenses, co-working memberships, or anything they need to make their personal work space comfortable * **Tech Tools and Stack** - we provide the team with a Mac (or PC where necessary), and for regular

Clariti’s government software helps North America’s largest and fastest growing communities deliver exceptional community development, permitting, and licensing experiences online. Our platform is built as an alternative to code-heavy, non-configurable systems that create technology barriers for governments to meet their community’s evolving needs. We believe that organizations should be able to dictate how their software works. To us, that means providing our customers with a system that’s maintained with clicks, not code, to relieve pressure on technical resources and better support citizens and staff.