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Support Analyst

Remote: 
Full Remote
Contract: 
Full time
Work from: 
United States

Offer summary

Qualifications:

1+ year of experience in software support, customer service, or analyst role., Strong written and verbal communication skills., Proficiency in MS Office (Excel, Word, Outlook)., Ability to multitask and work independently..

Key responsibilities:

  • Provide support via phone, email, and chat for FORM’s applications.
  • Diagnose and troubleshoot customer issues with clarity and care.
  • Track and document issue details, resolutions, and root causes.
  • Write and maintain support documentation including test cases and bug reports.

FORM logo
FORM SME https://www.form.com/
201 - 500 Employees
See all jobs

Job description

About the Role:
We’re looking for a proactive, customer-focused Support Analyst to join our team and provide exceptional technical support to our B2B customers using FORM applications. You'll serve as the first point of contact for customer issues, helping to resolve problems, guide users through our software, and ensure a seamless user experience. If you're passionate about solving problems and helping others succeed, we’d love to hear from you.

What You’ll Do:
  • Provide support via phone, email, and chat for FORM’s applications.
  • Diagnose and troubleshoot customer issues with clarity and care.
  • Track and document issue details, steps taken, resolutions, and root causes.
  • Escalate and collaborate with technical teams as needed.
  • Write and maintain support documentation including test cases, bug reports, and checklists.
  • Work with browser developer tools (Chrome, Firefox, Safari) for diagnostics.
  • Use help desk and collaboration tools such as Zendesk, Slack, and Zoom.
  • Prioritize and manage multiple customer issues efficiently.
  • Contribute to team knowledge and help boost team morale.

    • What You Bring:
  • 1+ year of experience in a software support, customer service, or analyst role.
  • Experience supporting enterprise software or B2B clients.
  • Strong written and verbal communication skills.
  • A helpful, empathetic, and solution-oriented mindset.
  • Ability to multitask, stay organized, and work independently.
  • Proficiency in MS Office (Excel, Word, Outlook).
  • Understanding of client-server applications.
  • Willingness to learn and collaborate in a team-oriented environment.

    • Bonus Points:
  • Familiarity with Looker, Salesforce, or CRM tools like Zendesk.
  • Experience working with offshore teams.
  • Ability to handle client escalations and serve as the main point of contact.

    • We offer:
  • Work equipment.
  • Generous PTO and paid holidays. 
  • Health, dental, and vision insurance. 
  • 401(k) plan.
  • Learning and development opportunities.
    • Don't meet every single requirement? Studies have shown that those in underrepresented groups, such as women and those in our BIPOC communities, tend to not apply to jobs unless they meet every single requirement and qualification.  At FORM, we are dedicated to building diverse, inclusive, and an authentic workplace-- So, if you're excited about this role but your past experience doesn't align perfectly with the job description, we encourage you to apply anyway.  You may be the right candidate for this or other roles at FORM!

    About FORM
    FORM powers the world’s 2 billion mobile workers as they change companies and industries for good, with mobile technology that improves execution from the frontline. FORM activates and connects teams in the field – with leaders, missions, and each other – so they can deliver success in the enterprise. The FORM field execution platform serves as a digital assistant for frontline teams by guiding daily tasks, streamlining data collection, facilitating real-time communication, and providing leaders with real-time intelligence to drive faster actions and better decisions. FORM offers the world’s only integrated task management and image recognition platform and enables smart audits on more display types than any solution in the market, plus industry-leading field communications and photo reporting capabilities. FORM solutions have been deployed by Fortune 500 companies around the world. 

    OUR SOLUTIONS:

    FORM OpX
    FORM OpX empowers teams to improve operational compliance by digitizing audits and inspections to reduce risk and improve safety and quality from the frontline. FORM OpX mobile workflows make it easy to capture the right data, at the right place, at the right time – every time. Teams stay connected with instant frontline communications on mobile, and real-time insights allow leaders to spot and fix issues quickly and measure trends over time so teams can take action on the opportunities that move the business forward.

    GoSpotCheck by FORM
    GoSpotCheck by FORM unleashes the power of field teams to drive market execution with the only mobile solution that combines dynamic task management, industry-leading image recognition, photo reporting, field team communications, and advanced reporting – all within one easy-to-use platform. Guide teams, improve execution, and drive sales while creating a shared view of the field that helps leaders make better decisions, faster. Sell more with GoSpotCheck by FORM, the field execution app that guides, tracks, and improves performance in real-time. 

    Who We Are
    We are innovators: We’re here to free mobile workers from the mundane and open up new worlds of possibility and prosperity, powered by the people.
    We are partners: We’re only as successful as our customers. We provide exceptional support, strategic partnership, and personalized account management to ensure they’re successful.
    We are problem-solvers: We believe business will help solve the complex challenges facing our planet today. We build products centered on helping them succeed so they can do just that.
    We are flexible: We believe in a "Work Your Way" Employment Policy. Employees who can effectively perform their job functions remotely may do so indefinitely. 
    Humble + hungry. We measure success by how we help customers win. And we've been in the game a long time (in software years). Every interaction gives us the chance to deliver better service and more value. Along the way we've picked up a few awards, and for that, we're thankful.

    FORM offers competitive salaries and full benefits for full-time employees and is an Equal Employment Opportunity (EEO) employer--welcoming all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.

    Required profile

    Experience

    Industry :
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    B2B AdvertisingHelp Desk SupportClient Server ModelsWeb DevelopmentInternal DocumentationHelp Desk SupportSalesforceProject CollaborationCustomer Relationship Management

    Other Skills

    • Customer Service
    • Problem Solving
    • Troubleshooting (Problem Solving)
    • Microsoft Office
    • Multitasking
    • Empathy
    • Organizational Skills
    • Communication
    Are you interested?

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