Support Analyst

PPM Works, Inc•Boston, MA

1d•Remote

About The Position

We are seeking a highly responsive and detail-oriented Support Analyst to monitor and manage inbound tickets within the Zendesk system. This role is responsible for providing timely responses, resolving issues efficiently, and ensuring a high level of customer satisfaction. The ideal candidate is a proactive problem solver who thrives in a fast-paced support environment and is committed to continuous learning, particularly in becoming fully proficient in OnePlan.

Requirements

Proven experience in a ticket-based support environment (Zendesk experience preferred).
Strong troubleshooting and problem-solving skills.
Ability to prioritize tasks and respond quickly in a time-sensitive environment.
Proficiency in Microsoft Word, Excel, PowerPoint, and Power BI.
Strong written and verbal communication skills.
Detail-oriented with strong organizational skills.
Ability to work independently while collaborating effectively with cross-functional teams.

Responsibilities

Monitor the Zendesk ticket queue throughout assigned hours (8:00 AM - 4:00 PM ET) to ensure prompt acknowledgment and response to all incoming requests.
Provide timely, accurate, and professional responses to support tickets.
Troubleshoot and resolve functional and technical issues, escalating when appropriate.
Conduct root cause analysis and implement solutions to prevent recurring issues.
Develop deep functional knowledge of OnePlan to effectively support end users.
Test new release updates and system enhancements; document findings and report defects or improvement opportunities.
Collaborate with internal teams to address complex issues and support system improvements.
Maintain accurate documentation of issues, resolutions, and support procedures.
Contribute to knowledge base articles and user documentation as needed.