Support Analyst

Job Description: Onit is growing and we are in need of an experienced Lead Support Analyst. The role provides world-class technical support via phone, email and online, for clients utilizing Onit's suite of products. We are seeking someone who enjoys solving problems for other people, has a technical background (we will provide training on our products and services) and can explain complex ideas and concepts in a clear, simple manner. Key Responsibilities: Provide front-line and ongoing product and technical support for Onit's products and solutions Develop and maintain expert knowledge on Onit's product suite Educate users on all functions and features of our product line Assist with management of account software subscriptions Own and resolve customer and law firm escalations Provide feedback and suggestions on product features, product performance, alternative solutions and market trends You enjoy working in a fast paced-and dynamic environment, with minimal oversight and direction You take responsibility for projects end-to-end, from idea to completion Provide assistance, guidance, and coaching to colleagues where needed Supervise team members to ensure they are performing optimally to meet or exceed metrics and goals Participate effectively as an individual and team contributor within a multifaceted technology environment Support delivery and implementation services as necessary Work on special projects as assigned