Support Analyst

Who we are?

Founded in 2011, Betterez is a venture-backed B2B SaaS for sales and inventory management, helping to digitize the ground travel/transportation industry. Based in Toronto, we have clients, partners, and employees in 10+ countries. We collaborate with ground travel operators such as intercity carriers, mid and long-distance buses, airport shuttles, employee/corporate transportation, and transit agencies, helping further digitize their businesses to enhance the user experience for passengers and employees, increase revenue and operate more efficiently.

**Today we are adding a Support Analyst to the team, to continue helping our customers by serving as a primary point of contact for their inquiries and technical issues related to our SaaS.**

Key responsibilities of the role:

- Perform root cause analysis, troubleshooting and documentation of reproduced issue steps to assist in Betterez’ engineering team’s issue resolution
- Thrive to become the expert in Betterez products to efficiently debug production issues and answer customers’ product inquiries; stay current on Betterez product updates and enhancements, ensuring you can effectively guide customers
- Recognize the level of priorities of production issues and escalate to management as needed
- Work with the customer success, sales and management team to manage the customers’ expectations and ensure satisfaction
- Research and document articles in the knowledge base for technical solutions
- Maintain ground transportation industry expertise by learning new and updated technology
- Provide rotational technical support coverage to customers during the working week and on Canadian/US/Mexico/LATAM/Europe holidays as necessary
- Collect and relay customer feedback to assist in enhancing the user experience and driving product or service improvements
- Mentor and support junior support analysts
- Perform other support or SaaS implementation duties from time to time as assigned by the Support team manager

Key requirements to perform the role:

- Proven experience of software or technical support. Ideally 3+ years experience
- Minimum Bachelor’s degree in a related field
- Proven self management experience
- Strong technical aptitude and ability to troubleshoot software issues
- Ability to self-learn quickly, for example Betterez would give you a Sandbox access, support issue reports, and other tools for you to learn our SaaS, the Bus & Coach industry and typical support cases and resolutions
- Ability to contribute in a fast-paced SaaS environment and work independently at times
- Ability to communicate technical concepts and solutions in a clear and understandable manner to non-technical users
- Ability to collaborate effectively internally among different teams; sales, customer success, and engineering
- Some experience in working directly with customers to understand questions, issues, requirements; ability to respond and communicate to ensure a high customer satisfaction rate
- Ability to work in English and Spanish, Betterez continues to expand in LATAM

How can you impress us?
- Travel or transportation software or technical experience would be a plus
- Coding knowledge, in any language
- Project Management Experience

What’s in it for you?
- 100% remote job
- Competitive compensation
- Work / life flexibility
- Career growth opportunities. Betterez is an equal opportunity employer. We have a diverse team, support each other’s success, and have a collaborative culture.

**If you are interested, please apply, we look forward to hearing from you**

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Quienes somos:
Fundada en 2011, Betterez es una empresa SaaS B2B respaldada por capital de riesgo para ventas y gestión de inventario, que ayuda a digitalizar la industria de viajes y transporte terrestre. Con sede en Toronto, tenemos clientes, socios y empleados en más de 10 países. Colaboramos con operadores de viajes terrestres, como transportistas interurbanos, autobuses de media y larga distancia, traslados al aeropuerto, transporte de empleados/corporativo y agencias de tránsito, ayudando a digitalizar aún más sus negocios para mejorar la experiência del usuario para pasajeros y empleados, aumentar los ingresos y operar más eficientemente.

**Hoy estamos añadiendo un Analista de Soporte al equipo, para seguir ayudando a nuestros clientes a servir como el principal punto de contacto para sus consultas y problemas técnicos relacionados con nuestra SaaS.**

Principales responsabilidades:

- Proporcionar soporte técnico y servicio de alta calidad, receptivo y oportuno a los clientes de Betterez a través de varios canales, incluidos el correo electrónico, el chat en vivo o la videoconferencia.
- Realizar análisis de causa raíz, solución de problemas y documentación de los pasos del problema reproducido para ayudar en la resolución de problemas del equipo de ingeniería de Betterez.
- Reconocer el nível de prioridad de los problemas de producción y escalar a la