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Technical Support Analyst

Remote, USA Full-time Posted 2025-07-27

InvestorFlow is the only company of its kind to deliver industry specialized CRM, built on Salesforce, and digital portals to help alternative asset firms find opportunities, create and manage relationships, and turn relationship insights into action with increased productivity and transparency.

As a Technical Support Analyst I, you will be a frontline technical support contact, assisting clients with diagnosing and resolving product-related issues within the Pulse, Portfolio, and Pipe product lines. This entry-level role focuses on client service, troubleshooting, and documentation, while collaborating with internal teams to ensure a smooth and professional client experience.

You will support clients across various channels (telephone, email, chat, and ticketing systems), ensuring timely and accurate responses and escalation where needed.

You Will:

  • Provide first-line technical support to clients, responding to questions or issues across support channels
  • Log and document all client interactions, troubleshooting steps, and resolutions using internal ticketing systems
  • Analyze reported issues, reproduce errors when possible, and escalate complex problems to senior team members
  • Reference and contribute to internal knowledge bases and support documentation
  • Collaborate with internal teams (QA, Product Management, Client Success, Engineering) to support accurate issue handling and knowledge transfer
  • Guide clients on best practices and standard usage of the platform, contributing to improved adoption and satisfaction
  • Assist with system monitoring and reporting as part of issue identification and prevention
  • Triage, troubleshoot, and resolve standard client issues (login issues, data discrepancies, UI-related bugs, etc.)
  • Follow escalation protocols for unresolved or Severity 1 issues
  • Maintain accurate ticket records and documentation for internal visibility and hand-offs
  • Update or draft knowledge base articles based on recurring issues or product updates
  • Attend team meetings, training sessions, and product briefings to build and maintain system expertise

    • You have:

  • Salesforce Administrator Certification
  • 1–2 years of experience in a client-facing technical support, helpdesk, or SaaS operations role
  • Strong verbal and written communication skills with a client-first mindset
  • Attention to detail and a logical, structured approach to troubleshooting
  • Ability to explain technical information clearly to non-technical users
  • Familiarity with basic SaaS concepts, cloud platforms, and CRM systems
  • Proficiency in Excel (e.g., pivot tables, macros, formulas)
  • Exposure to ticketing systems (e.g., Zendesk, Jira) or CRM platforms (e.g., Salesforce)
  • Experience working with APIs, integrations, or basic log analysis
  • Understanding of or interest in tools like SQL, JSON, or data manipulation techniques
  • Familiarity with property management systems (Yardi, MRI, Qube, etc.) is a plus
  • Curiosity, technical aptitude, and eagerness to grow within a collaborative support environment

    • Additional Information

    InvestorFlow is an investor and deal engagement platform that prioritizes intelligent digital experiences, productivity, and engagement. Our cloud-native platform integrates deal flow management, fundraising, reporting, and investor services. We are proud to serve over 175 clients, including 25 of the top 50 alternative asset managers, managing more than $6 trillion in assets, 750 funds, and 90,000 LPs. Headquartered in Menlo Park, California, we are committed to driving innovation and inclusivity in the financial industry. To learn more about our company, please visit www.investorflow.com.

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