U - Haul seeking a U - Box Field Support Analyst for operational support in Phoenix, Arizona. Role involves handling live support, incident management, and critical thinking in a high - volume environment.
About the role
- Customer Support Engineer delivering post-sales support and technical assistance for fintech customers. Collaborating with cross-functional teams to enhance customer success and product feedback.
Responsibilities
- Deliver world-class support to customers and ensure their success post-sales
- Provide specialized support on technical and product issues, including managing customer escalations
- Lead and coordinate cross-functional efforts to resolve complex customer issues, collaborating with Customer Success, Product, and Engineering teams
- Act as a customer advocate by surfacing product feedback to internal stakeholders to help shape the product roadmap
- Create and contribute to knowledge base articles to support team scalability and self-service
Requirements
- 2+ years of hands-on technical support experience at a SaaS company, with a focus on delivering support through email, live chat, and phone
- Proven experience managing multiple tickets simultaneously while maintaining high service quality (CSAT)
- AI-forward mindset with experience leveraging AI tools to improve support efficiency and workflows
- Experience in troubleshooting integration, data sync, and application-related issues
- Strong communication skills — written, verbal, and active listening
- Detail-oriented, well-organized, and able to prioritize in a fast-paced environment
- Growth mindset with a passion for continuous learning
- Strong creative thinking and problem-solving skills
- Experience with ticketing systems such as Zendesk or similar platforms
Benefits
- Deliver world-class support to customers and ensure their success post-sales
- Provide specialized support on technical and product issues, including managing customer escalations
- Lead and coordinate cross-functional efforts to resolve complex customer issues, collaborating with Customer Success, Product, and Engineering teams
- Act as a customer advocate by surfacing product feedback to internal stakeholders to help shape the product roadmap
- Create and contribute to knowledge base articles to support team scalability and self-service
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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