Technical Support Analyst I

📍 Job Overview

• Job Title: Technical Support Analyst I
• Company: Remitly
• Location: Alpharetta, GA
• Job Type: Full-Time
• Category: Customer Support
• Date Posted: 2025-06-11
• Experience Level: Entry Level (0-2 years)
• Remote Status: Hybrid (On-site once every few weeks)

🚀 Role Summary

• Provide exceptional customer service and technical support to insurance adjusters via phone, email, and chat
• Document customer interactions, research, and resolution
• Acquire product knowledge and demonstrate products and services to customers
• Assist customers with installation of product user interface and site navigation
• Possess internal systems knowledge, including CRM, billing, admin tools, website, and production systems
• Provide high-quality customer support to internal and external customers in real-time

📝 Enhancement Note: This role focuses on providing technical support and customer service to insurance adjusters, requiring strong communication skills and the ability to multitask and handle multiple communication channels.

💻 Primary Responsibilities

• Customer Interaction & Support: Provide excellent customer service and technical support to insurance adjusters via phone, email, and chat, addressing their inquiries and escalations in real-time
• Documentation & Research: Document all customer interactions, research, and resolution, ensuring accurate record-keeping and case management
• Product Knowledge & Demonstration: Acquire and maintain product knowledge to competently demonstrate the products and services offered to customers
• Installation Assistance: Assist customers with the installation of product user interface and site navigation, ensuring a smooth onboarding experience
• Internal Systems Knowledge: Possess a solid understanding of internal systems, including CRM, billing, admin tools, website, and production systems, to efficiently resolve customer issues
• Browser Troubleshooting: Perform basic browser troubleshooting to help customers resolve technical issues related to web browsers and access to web-based platforms

📝 Enhancement Note: The primary responsibilities of this role revolve around providing high-quality customer support, with a focus on technical assistance and issue resolution for insurance adjusters.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is typically required for this role, although some candidates may have an associate's degree or some college coursework

Experience: At least 1 year of experience in a customer service contact center environment is required, with 2 years preferred. Experience in insurance or police records is a plus

Required Skills:

• Excellent written and verbal communication skills
• Ability to maintain high-quality customer engagement through phone, email, and chat
• Ability to multitask and handle incoming calls and emails simultaneously
• Ability to work independently and collaboratively in a team environment
• Strong problem-solving skills and the ability to think critically
• Proficiency in using CRM software and other relevant tools
• Basic computer literacy and familiarity with web browsers

Preferred Skills:

• Experience in insurance or police records
• Proficiency in using specific CRM software (e.g., Salesforce, Zendesk, or similar)
• Familiarity with technical support best practices and customer service standards
• Ability to travel to targeted clients each month

📝 Enhancement Note: While the required skills focus on strong communication and customer service abilities, the preferred skills highlight industry-specific experience and technical support proficiency, which can contribute to better performance in the role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role, as it does not require a web portfolio

Technical Documentation: Not applicable for this role, as it does not require technical documentation

💵 Compensation & Benefits

Salary Range: The salary range for this role is approximately $35,000 - $45,000 per year, based on industry standards for entry-level customer support roles in the United States, particularly in the Atlanta metropolitan area. This range takes into account the required experience level and the hybrid work arrangement.

Benefits:

• Health Benefits: Comprehensive, multi-carrier program for medical, dental, and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance, and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits: Bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care, and Commuter Spending Accounts
• Additional paid leave for Employee Resource Group participation and volunteering with charity organizations

Working Hours: This role requires working a fixed schedule from 11:00 AM to 8:00 PM, with the possibility of working on weekends or holidays as needed. The work arrangement is hybrid, with the expectation of being on-site once every few weeks or as needed.

📝 Enhancement Note: The salary range provided is an estimate based on industry standards and regional adjustments. The benefits package is comprehensive and designed to support the wellbeing and financial security of employees.

🎯 Team & Company Context

🏢 Company Culture

Industry: Remitly operates in the financial services industry, specifically in the field of money transfer and remittance services. This role is part of the Business Services vertical, which offers a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience.

Company Size: Remitly is a mid-sized company with a global presence, employing over 2,000 people across multiple countries. This size allows for ample opportunities for career growth and development while maintaining a collaborative and inclusive work environment.

Founded: Remitly was founded in 2011, with a mission to transform the lives of immigrants and their families by providing the most trusted and reliable financial services. The company has since grown to become a leading global provider of remittance services, with a strong focus on innovation, customer-centricity, and social responsibility.

Team Structure:

• The Technical Support team consists of analysts, team leads, and managers, working collaboratively to ensure exceptional customer service and issue resolution
• The team is part of the broader Business Services vertical, which includes various departments such as Anti-Money Laundering/Counter-Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation, and Customer Data Management
• The team works closely with other departments, such as Product, Engineering, and Sales, to ensure seamless customer experiences and continuous improvement

Development Methodology:

• The Technical Support team follows Agile methodologies, with a focus on iterative improvement and customer-centricity
• The team uses project management tools, such as Jira or Asana, to track progress, manage tasks, and collaborate on projects
• Regular team meetings and one-on-one check-ins are held to discuss performance, address concerns, and plan for future growth and development

Company Website: remitly.com

📝 Enhancement Note: Remitly's company culture is characterized by a strong focus on customer-centricity, innovation, and social responsibility. The company's global presence and commitment to diversity and inclusion foster a dynamic and collaborative work environment.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry-level position within the Technical Support career path, focusing on providing exceptional customer service and technical assistance to insurance adjusters. The role requires strong communication skills, problem-solving abilities, and a customer-centric mindset.

Reporting Structure: The Technical Support Analyst I reports directly to a Team Lead, who is responsible for overseeing the team's performance, providing guidance, and facilitating professional development. The Team Lead reports to the Manager of Technical Support, who is accountable for the overall strategy, operations, and growth of the Technical Support team.

Technical Impact: The Technical Support Analyst I plays a crucial role in ensuring customer satisfaction and loyalty by addressing technical issues and providing exceptional customer service. By resolving customer inquiries and escalations promptly and effectively, the analyst contributes to maintaining the company's reputation for reliability and excellence in the financial services industry.

Growth Opportunities:

• Technical Support Analyst II: After gaining experience and demonstrating proficiency in the entry-level role, analysts may advance to the Technical Support Analyst II position, which involves more complex issue resolution, mentoring junior team members, and contributing to process improvement initiatives
• Team Lead: With proven leadership skills and a deep understanding of the Technical Support function, analysts may progress to a Team Lead role, responsible for managing a team of analysts, driving performance, and ensuring exceptional customer service standards
• Manager of Technical Support: After gaining extensive experience in Technical Support and demonstrating strong leadership and strategic planning abilities, Team Leads may advance to the Manager of Technical Support role, overseeing the overall strategy, operations, and growth of the Technical Support team

📝 Enhancement Note: The career progression within the Technical Support function at Remitly is well-defined, with clear paths for growth and development based on experience, skills, and demonstrated performance.

🌐 Work Environment

Office Type: Remitly's office in Alpharetta, GA, is a modern, collaborative workspace designed to foster creativity, productivity, and teamwork. The office features open-plan workspaces, meeting rooms, and breakout areas, equipped with state-of-the-art technology and ergonomic furniture.

Office Location(s): The Alpharetta office is located at 11555 Lakefield Drive, Alpharetta, GA 30005, with convenient access to major highways and public transportation options. The office is situated in a bustling business park, offering various amenities and dining options nearby.

Workspace Context:

• Collaborative Workspace: The open-plan workspace encourages collaboration and communication among team members, with ample opportunities for informal discussions and knowledge sharing
• Technology & Tools: Each workstation is equipped with a modern computer, dual monitors, and ergonomic accessories to ensure optimal productivity and comfort. The team uses various software tools, such as CRM, ticketing systems, and communication platforms, to manage customer interactions and resolve technical issues efficiently
• Team Interaction: The Technical Support team works closely with other departments, such as Product, Engineering, and Sales, to ensure seamless customer experiences and continuous improvement. Regular team meetings and cross-functional collaboration foster a strong sense of camaraderie and collective responsibility

Work Schedule: The work schedule for this role is a fixed schedule from 11:00 AM to 8:00 PM, with the possibility of working on weekends or holidays as needed. The work arrangement is hybrid, with the expectation of being on-site once every few weeks or as needed.

📝 Enhancement Note: Remitly's work environment is designed to promote collaboration, productivity, and work-life balance, with a strong focus on employee wellbeing and comfort.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone call to assess communication skills, customer service experience, and cultural fit
2. Technical Assessment: A hands-on assessment to evaluate problem-solving skills, product knowledge, and technical support proficiency
3. Behavioral Interview: A structured interview focusing on customer service scenarios, problem-solving techniques, and cultural alignment
4. Final Interview: A meeting with the hiring manager to discuss career aspirations, company culture, and next steps

Portfolio Review Tips: Not applicable for this role, as it does not require a web portfolio

Technical Challenge Preparation:

• Brush up on basic troubleshooting techniques for common customer issues related to insurance adjusters
• Familiarize yourself with Remitly's products and services, as well as the company's mission and values
• Prepare for behavioral interview questions by reflecting on past customer service experiences and identifying key strengths and areas for improvement
• Research the financial services industry and Remitly's competitors to demonstrate a solid understanding of the market landscape and the company's unique value proposition

ATS Keywords: Customer Service, Technical Support, Insurance, Problem Solving, Communication Skills, CRM, Troubleshooting, Customer Experience, Customer Satisfaction, Agile, Teamwork, Collaboration, Customer-Centric, Hybrid Work, Entry Level

📝 Enhancement Note: The interview process for the Technical Support Analyst I role at Remitly is designed to assess communication skills, problem-solving abilities, and cultural fit, with a strong focus on customer service and technical support proficiency.

📌 Application Steps

To apply for this Technical Support Analyst I position at Remitly:

1. Submit Your Application: Click the 'Apply Now' button on the job listing page to submit your resume and cover letter through the application link provided
2. Prepare for Phone Screen: Review common customer service scenarios and practice your communication skills to excel in the phone screen
3. Research Remitly: Familiarize yourself with Remitly's products, services, and company culture to demonstrate a strong understanding of the organization and its mission
4. Prepare for Technical Assessment: Brush up on basic troubleshooting techniques and product knowledge to succeed in the hands-on assessment
5. Reflect on Past Experiences: Reflect on your past customer service experiences and identify key strengths and areas for improvement to excel in the behavioral interview
6. Prepare for Final Interview: Research the financial services industry and Remitly's competitors to demonstrate a solid understanding of the market landscape and the company's unique value proposition

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.