Strata Support Analyst

What you’ll do

• Provide frontline telephone and email support for Strata Master users, delivering confident and professional customer communication.
• Independently manage multiple concurrent cases in Salesforce CRM, ensuring accurate documentation, clear customer updates, and timely resolutions.
• Troubleshoot functional, accounting, and technical issues using internal knowledgebase articles and structured problem‑solving.
• Support customers with setup and configuration of Strata Master across office PCs and server environments (where applicable).
• Work closely with Technical Escalation teams by providing high‑quality reproduction steps, diagnostics, and clear summaries of impact and urgency.
• Contribute to testing and product improvement activities to ensure enhancements meet customer expectations.
• Support customers across Strata workflows including communications, reporting, invoicing/arrears, meeting processes, maint...