Technical Product Support Analyst

Intapp is looking for a Technical Product Support Analyst to join our client support team. This position will handle internal requests for our cloud-based SaaS platforms. Responsibilities include provisioning new client sites, handling client site changes, and controlling site access. This position may also include support ticket work through our help desk queue to diagnose and troubleshoot user issues.
In this role, you will be responsible for solving high-priority and/or complex issues directly or engaging the appropriate resources to provide accurate, timely resolutions while maintaining customer satisfaction. This position is expected to perform detailed research through in-depth knowledge of the Intapp Platforms.
Responsibilities:
Responsible for triaging and resolving internal support tickets that flow into the help desk queue.
Assist employees with questions regarding new client site provisioning, changes, and feature enablement.
Resolve internal requests involving site provisioning, site changes, site access, enabling/disabling site features.
Prepare detailed specifications and steps to reproduce for items requiring any escalation to our Product Support team.
Identify potential delays in resolution, take corrective action, and manage communication to the ticket requester.
Work collaboratively with Product Support Specialists on problem analysis and submits recommendations for solution.
Provide clear and concise verbal and written communications with end-users.
Provide feedback to the Support Manager to help develop efficient methods for handling commonly recurring issues.
May assist in new product release testing and UI feedback sessions with the Product team.
May work on some product support tickets as needed to investigate, triage, and resolve tickets that flow through the queue.
Requirements:
Degree in a relevant field, like Computer Science, IT, Software Engineering, or documented work experience in a technical support field.
Strong Excel skills.
Deep knowledge of Windows OS and Microsoft Office Suite.
Knowledge of help desk ticketing and workflows.
Ability to read and analyze application error logs.
Sharp troubleshooting and analytical abilities.
Great verbal and written communication skills.
Understanding of functional programming concepts.
Dedication and commitment to resolve client issues.
Experience with SaaS (cloud-based) software deployments.
Ability to work independently.
Bonus Qualifications:
Microsoft, .NET, SQL, or similar certification.
Basic scripting and programming experience.
Understanding of .NET Platform.
Strong understanding of data structures and algorithms.
Experience in C# and Entity Framework.
VBA programming experience (other languages acceptable).
Ability to interact with a wide range of customers and technical issues.
Experience working in a dev environment; i.e., Visual Studio 2015/2017, SQL Server 2016, TFS, Entity Framework, Aspose, or React/Redux.
Experience working in the private equity or investment banking sector is a strong plus.
At Intapp, you’ll get the opportunity to bring your talents and intellectual curiosity to create better outcomes for our people and our clients. You’ll be part of a growing public company, with a modern work environment that’s connected yet flexible and where your professional growth and well-being are top priorities.
What You Will Gain:
Expand Your Skills: Unlock your potential with professional development opportunities supported by a community of experienced professionals.
Enjoy Where You Work: Thrive in our modern, open offices designed to inspire creativity and collaboration.
Support What Matters Most: Our comprehensive wellness and flexible time off programs and our benefits are designed to care for you and your family.
Intapp provides equal employment opportunities to all qualified applicants and will make hiring decisions without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristic protected by federal, state, or local laws.
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