Note: The job is a remote job and is open to candidates in USA. Wellspring Worldwide, Inc. is a leading provider of web-based software systems for managing research, technology commercialization, and innovation operations. The Support Analyst is responsible for delivering high-quality technical support to customers across various platforms, managing case resolution and product training to ensure effective operation with minimal friction.
Responsibilities
- Serve as the first point of contact for inbound customer support requests via Salesforce Service Cloud, managing cases from intake through resolution
- Triage, categorize, and prioritize support tickets based on severity, customer tier, and business impact
- Investigate and resolve product issues independently; escalate to the Senior Support Analyst or Product/Engineering when a case exceeds scope
- Maintain thorough, accurate case notes and resolution documentation in Salesforce and Jira
- Meet or exceed defined SLAs for response time, resolution time, and customer satisfaction
- Deliver 1:1 product training to existing users, including platform walkthroughs, feature Q&A, and workflow guidance, for Evolve, Sophia, Scout, and Flintbox, where online 1-to-many training offerings are not yet available
- Coordinate with Customer Success Managers, who own strategic enablement and executive-level reviews, to ensure training coverage aligns with customer’s goals
- Surface training gaps to management to highlight for our Director of Customer Enablement
- Build deep working knowledge of all supported Wellspring platforms and stay current on product releases, configuration updates, and known issues
- Identify recurring issues or patterns in the ticket queue and surface them to the Senior Support Analyst or Product team with supporting data
- Log reproducible bugs in Jira with complete context and steps to reproduce
- Communicate clearly with CSMs, Product, Engineering, and Implementation teams when issue resolution requires cross-functional involvement
- Contribute to internal knowledge base maintenance and team process improvement efforts
Skills
- Bachelor's degree preferred, or equivalent experience in a customer-facing support or technical role
- 1–3 years of experience in a SaaS support, customer success, or technical services environment
- Strong written and verbal communication skills; able to explain complex product behavior clearly to non-technical users
- Organized and detail-oriented with the ability to manage multiple open cases simultaneously
- Comfortable working in a fast-paced environment with shifting priorities
- Experience with Salesforce for case management or CRM tracking
- Experience with Evolve, Sophia, Scout, and/or Flintbox
- Familiarity with Jira for bug logging or project tracking
- Background supporting enterprise or institutional customers (higher education, research, government)
- Exposure to IP management, technology transfer, or innovation management software
Company Overview