We are looking for technically curious, problem-solving individuals to join our Client Support organization through the PATH program. Participants begin with structured training and mentorship, then transition into the full-time Technical Support Analyst role.
Requirements
- 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
