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MoveHQ, a division of Updater, is seeking a motivated Support Analyst to join our rapidly growing Support team. In this role, you will leverage your expertise to resolve escalated customer support issues via email, form, chat, and phone, collaborate cross-functionally with our internal teams to address customer issues quickly and satisfactorily. You’ll report to our Support Manager, who fosters a culture of diverse, creative, and passionate thinkers, and is committed to supporting your professional growth.
About the Role
- Fielding inbound contacts for escalations via phone, form, and chat and email
- Troubleshooting and problem solving product questions and issues
- Partnering with Development and Engineering for product fixes and enhancements
- Documenting and reporting - helping to create knowledge content and internal processes
- Utilizing Salesforce and JIRA
- Schedule:
- During the first month your onboarding shift will be 9am-6pm ET Monday–Friday
- After onboarding your schedule will be 2-11pm ET Monday - Wednesday; 8-5pm ET Saturday and Sunday
About You
- 3+ years’ experience in Product Support for external customers
- Understanding of the relationship between Support and Product & Engineering teams
- Experience at a SaaS company preferred
- Experience working on smaller teams with multiple, competing priorities
- Experience with Salesforce and JIRA
- Candidates must be US based
The new hire salary range for this position is $56,438-$70,000 annually. Factors which may affect the starting pay within this range include skills, experience, and other qualifications aligned with Updater's internal leveling guidelines. This posting is anticipated to remain open until April 20, 2025.
Updater makes moving easier for the 12 million households that relocate every year in the US. With Updater, users seamlessly forward mail, transfer utilities, connect TV and internet, and much more. Thousands of the most prominent real estate companies in the US (from real estate brokerages to multifamily and relocation companies) rely on Updater’s real estate products to save clients hours with a branded and personalized Updater moving experience.
Updater has raised over $450 million from leading investors, including SoftBank Capital, Vista Credit Partners, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more. Updater has ranked on Crain's Best Places to Work in NYC in 2016, 2018, & 2021. For more information, please visit www.updater.com.
Updater is proud to be an equal opportunity employer and will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.
Benefits: The Company offers the following benefits for this full-time position, subject to applicable eligibility requirements:
- Medical, Dental, and Vision Insurance
- Unlimited PTO
- 13 paid company holidays annually
- Updater Stock Options
- 401(k)
- Commuter Benefits
- Personal Wellbeing Subsidy
- New Hire Subsidy
- One Medical Membership
- Short Term Disability Insurance
- Supplemental Life Insurance
- 12 weeks of Primary Caregiver Parental Leave
Top Skills
What We Do
Updater makes moving easier for the 17 million American households that relocate every year. With Updater, users seamlessly forward mail, connect TV and internet, compare and book moving companies, transfer utilities, update accounts and records, and much more. Hundreds of the most prominent real estate companies in the US (from real estate brokerages to property management companies and relocation companies) rely on Updater’s real estate products to save their clients hours with a branded and personalized Updater moving experience.
The Updater team shares a common passion for addressing the unmet needs of today's busy mover. From jugglers to fashionistas to geeks, we're a pretty diverse bunch! Working at Updater might include serving as the rotating office DJ, team drinks/dancing, happy hours, late nights, bad jokes, and lots of (fun) surprises.
Headquartered in New York City, Updater has raised nearly $200 million from leading investors, including Fidelity International, SoftBank Capital, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more.
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