Technical Support Analyst

Participate in structured onboarding to build deep product, process, and technical knowledge across InvestorFlow's platform.

Shadow senior team members and engage in guided practice resolving Tier 1 support cases, with increasing autonomy over time.

Contribute to documentation, internal testing, and knowledge base content creation.

Receive mentorship on client interaction best practices, structured troubleshooting workflows, and internal tooling.

Demonstrate growing independence and ownership in resolving real client inquiries before transitioning into the full role.

Serve as a primary technical support contact, resolving client issues and inquiries across email, phone, and chat channels.

Log, triage, and resolve incidents in adherence to SLA requirements and internal processes, escalating appropriately when needed.

Investigate and troubleshoot technical issues within Salesforce-based & .Net applications, integrations, and client data workflows.

Create and maintain knowledge base articles, troubleshooting guides, and internal documentation.

Identify recurring client issues, analyze patterns, and recommend proactive measures to reduce escalations.

Collaborate with QA, Product, Customer Success, and Engineering to ensure a seamless client experience and drive issue resolution.

Communicate technical findings clearly to both technical and non-technical audiences.

Contribute to a culture of continuous learning, documentation, and knowledge sharing across the support team