ABOUT THE COMPANY:

Firebrand Technologies—a strategic part of the Firebrand Group collection of companies owned by Media Do International (MD-i)—is a software and technology services company. We’ve been helping publishers handle their internal workflows, digital distribution, and marketing efforts for more than 30 years.
Our company’s unique, community-focused approach to business creates an optimal atmosphere for innovation and success. To make this true, everyone at Firebrand Technologies rolls up their sleeves and gets their hands dirty. We embrace opportunities and challenges with enthusiasm and a collective sense of purpose.
In February 2021, Firebrand Technologies and its sister company, NetGalley, LLC, were acquired by Media Do International (MD-i), the US-based subsidiary of Japan’s Media Do Co., Ltd, one of the largest ebook distribution companies in the world retaining the largest share of Japan’s $4.5 billion ebook market.
Together, Firebrand Technologies and NetGalley, LLC are 100% remote global companies with just over 100 employees.

ABOUT THE JOB:

Firebrand Technologies is seeking a dedicated Tier 1 Application Support Analyst. This role will emphasize customer service in support of our Title Management product. The successful candidate will demonstrate pride and accountability in their work, striving for high-quality standards, and will have a proven track record of exceeding client expectations. Responsibilities include investigating and troubleshooting issues with industry trading partners, providing training to clients on best practices, and effectively addressing client queries.

IN THIS ROLE, YOU WILL HAVE THE OPPORTUNITY TO:

• Assess, prioritize, and resolve client issues in a courteous, professional, and timely manner
• Investigate reported issues, working with Firebrand Technologies’ support staff, to understand the full scope and resolution of issues
• Write technical summaries of resolutions for Firebrand Technologies’ case management system and/or internal documentation
• Perform QA on both new and existing processes
• Expand internal documentation and departmental workflows
• Contribute to our growing internal documentation library, and find opportunities for process improvements

TO BE SUCCESSFUL IN THIS ROLE, WE ASK THAT YOU HAVE:

• Bachelor’s degree in a related field or equivalent practical experience
• Excellent written and verbal communication skills
• Prior experience in a customer support role
• Proven success working independently in a remote team environment
• Excellent organizational skills
• Strong attention to detail and a strong desire to “get things right”
• Ability to manage competing priorities in a dynamic team environment
• Ability to develop strong working relationships with colleagues
• Ability to critically think and communicate in an effective manner