About the role
Our growing Support Team is looking for a Technical Support Analyst who thrives in an AI-augmented environment. You will leverage intelligent tools for ticket triage, trend detection, and knowledge management, freeing you to focus on complex troubleshooting, customer relationships, and continuous improvement of our AI-assisted workflows.
What You’ll Do
- Evaluate and troubleshoot client issues
- Set clear expectations and provide timely, meaningful updates on active issues
- Demonstrate strong case ownership from intake through resolution
- Coordinate phone calls, emails, and meetings to support our customers
- Participate in release-verification tasks
- Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution
- Troubleshoot both web and mobile application issues that may arise
- Identify ticket trends, and proactively address potential issues
- Act as the voice of the customer by capturing business impact
Your First 90 Days
In your First 30 Days
- Learn our product features and how we support our customers
- Become proficient with Unanet’s ticketing system and common resolutions
- Familiarize self with current support knowledge and AI tools
- Enroll in and complete Unanet product training
In your First 60 Days
- Begin owning customer support requests
- Provide AI-assisted responses to common, recurring customer issues
- Escalate effectively with clear technical context, business impact, and urgency
- Route tickets for other groups and update customers on progress
- Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution
In your First 90 Days
- Begin showing greater autonomy and discretion with owned tickets
- Leverage your team as needed on more complex technical support requests
- Demonstrate proficiency in our web and mobile offerings
Who You Are
- 3+ years of software technical support experience
- Strong verbal, written, and customer-facing communication skills
- Ability to provide both written and verbal technical support to customers, leveraging ticketing software, email, and web meetings
- Strong interpersonal and team skills, including ability to work remotely and cross-functionally with subject matter experts to formulate responses to customers
- Ability to properly document actions taken to resolve a customer issue
- Ability to use AI-assisted knowledge retrieval to identify and apply known resolutions, and provide feedback to improve accuracy
- Ability to work from 9:00am – 6:00pm ET
Your Differentiators
- Experience using AI-assisted support tools to accelerate troubleshooting, identify ticket trends, and improve response quality while applying sound judgment to validate outputs before they reach customers
- High level of initiative with the ability to work autonomously or in a team environment
- Prior experience supporting enterprise web or mobile applications
- Prior experience with SQL, with demonstrated ability to write basic queries
Our Values
- We are a Team. Employees, customers, and partners working together.
- We are Customer-Focused. Customers are the heart of everything we do.
- We are Driven. Seeking exceptional outcomes.
- We Own our Success. Every employee has a stake in our company.
- We do the right thing and have fun in the process.
The salary range for this opportunity is $70,000 - $80,000 per year. You will be eligible for employee equity and discretionary bonus compensation, subject to plans that may be in effect from time to time. You will further be eligible
Aplyr's read
Unanet is a cloud-based software company specializing in project-based business solutions, attracting professionals in project management, resource planning, and financial management.
What's promising
- •Unanet offers specialized software for project-based industries, catering to niche business needs.
- •The company is expanding its team with senior roles, indicating growth and innovation.
- •Employees have opportunities to work on advanced analytics and resource planning solutions.
What to watch
- •High competition in the cloud software market could challenge Unanet's growth.
- •Limited public information about company culture and work-life balance.
- •Potential risk of market saturation in project management solutions.
Why Unanet
- •Unanet focuses specifically on project-based businesses, differentiating it from broader software providers.
- •The company integrates project management with financial management in a single platform.
- •Unanet's solutions are designed to streamline complex resource planning processes.
Aplyr’s read is generated by AI from public sources. Was it useful?
About Unanet
Unanet provides cloud-based software solutions for project-based businesses, focusing on project management, resource planning, and financial management.
