Service Desk Analyst

Company Overview.

Since 2017, SOMA Global has been a leading provider of critical-response software solutions for public safety. We are a team of multi-faceted industry experts, public safety veterans, and mission-driven developers who are focused on enabling SOMA’s agency partners to focus on what matters most, fulfilling their mission in the communities they serve.

We are thrilled to share that Greater Sum Ventures (GSV) has recently announced a significant investment in SOMA Global, marking a pivotal advancement in integrated technology solutions for public safety. This move, following GSV's acquisition of Utility, Inc. promises to bring innovative, scalable solutions to law enforcement and first responders, driven by the vision of creating safer, more connected communities.

Come join our team as we are set to push the boundaries of public safety technology!

Job Overview.

As a Service Desk Analyst you will be responsible for servicing our client base and will support the engineering and operations departments. The Partner Success Organization is comprised of Project Implementation, Partner Success, Partner Support and Partner Success Operations.

You will be expected to work with the Directors and Managers within the Partner Success Organization to understand partner expectations as well as contractual timelines.

This is a remote role with SOMA Headquarters located in Tampa, FL.

Job Description/What You Would Do In This Role.

• Attain and demonstrate technical proficiency on all SOMA products.

• Monitor and respond to all inbound support channels (Phone, Intercom, Slack, Email, JIRA).

• Create and manage cases for all customer interactions, internal and external.

• Maintain case notes and detailed documentation based on client communication and/or internal feedback.

• Escalate customer issues as necessary, per procedure.
  Stay connected to the client by spending at least 30 hours/week working on tickets and handling escalated issues.

• Participate in rotating tech support on-call schedule.

• Participate as a team member to meet and exceed metric expectations; understand how to leverage the team to improve outcomes and take action to meet goals. 

• Constantly evaluate workflows and find ways for them to be more efficient, relevant, and valuable both internally and externally.

• Understand the top user issues and make recommendations to improve SOMA products and services; support the team and be the voice of the client to the rest of the company.

• Perform other duties as directed.

Requirements.

• 2+ years in a technical support role.

• Experience processing tickets in a structured software environment.

• Be a confident problem solver, create a solution oriented environment.

• Create a positive atmosphere for collaboration across the client base.

• Have a continuous thirst for knowledge and ability to independently maintain knowledge relating to our customers, product, process, and the customer success industry.

• Be an analytical thinker with strong organizational skills able to multitask in work independently while still producing high-quality results.

• Have the ability to conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.

• Work well with others and thrive in an ever-changing environment.

• Excellent people, presentation, written, and oral communication skills.

• Ensure that SOMA’s principle values are instilled in all projects and all aspects are aligned with our brand.

Benefits.

• Competitive salary

• Paid time off

• Medical, dental, and vision insurance 

• Life insurance and disability benefits

• 401k

• Bonus potential 

• Apple Equipment

• Company Happy Hours

• Much more…