Note: The job is a remote job and is open to candidates in USA. Origami Risk is a company that specializes in risk management technology and is seeking a Client Support Analyst II. The role involves delivering high-quality support to clients, managing support cases, conducting technical investigations, and ensuring effective communication throughout the case lifecycle.
Responsibilities
- Owns client support cases from intake through resolution in alignment with assigned scope, service level objectives, and defined procedures
- Conducts structured troubleshooting by gathering context, analyzing data, and validating hypotheses
- Independently resolves issues within their scope and promptly escalates those requiring additional expertise. Ensures all escalations include complete documentation, a clear problem statement, and all relevant supporting data
- Provides timely updates to clients on active outage cases based on Tier 2 information, ensuring affected clients remain informed and that any critical impacts or concerns are promptly relayed back to Tier 2 for outage management
- Serves as a client-facing point of contact for assigned cases, maintaining professionalism, clarity, and responsiveness
- Expected to use most effective communication methods to resolve cases primarily through video calls and messaging within a case
- Provides accurate and proactive updates throughout the case lifecycle
- Explains technical concepts, actions taken, and outcomes in language appropriate to the audience
- Manages expectations regarding timelines, next steps, and resolution paths
- Applies knowledge of the Origami platform, configurations, data models, and integrations to diagnose issues
- Uses SQL or equivalent query tools to investigate and validate data-related issues
- Leverages scripting or markup languages (ie. JavaScript, XML) where applicable to support troubleshooting
- Maintains awareness of platform changes, releases, and relevant industry or regulatory considerations
- Identifies qualified vs. unqualified incidents (Origami platform error vs. customer-induced)
- Provides clear problem statements, environment/version info, steps to reproduce, impact, and attachments
- Executes basic platform configuration such as user/role changes, simple form edits, and minor SQL adjustments
- Partners with Technical Account Management, and Client Success to resolve issues effectively
- Communicates client impact and urgency, cross-functional discussions and case transfers
- Supports high-impact or sensitive cases with sound judgment and composure
- Produces clear, accurate case documentation that supports efficient resolution and downstream work
- Contributes to internal knowledge resources, troubleshooting guides, and runbooks
- Identifies recurring issues, trends, or gaps and shares insights with Support Leadership and partner teams
- Participates in post-incident reviews and continuous improvement efforts
- Records hours worked in accordance with Origami's time entry policy
Skills
- Bachelor's degree in Computer Science, Engineering, a related technical field, or equivalent practical experience
- 1+ years of experience in technical customer support or application support roles in B2B SaaS
- 1+ years of experience handling queue-based work in Salesforce, ServiceNow, or related platform
- Strong customer service orientation with the ability to communicate technical concepts clearly to non-technical users
- Ability to manage multiple cases simultaneously while meeting quality and timeliness expectations
- Willingness to learn new tools, processes, and product areas in a fast-paced environment
- Solid understanding of relational databases with the ability to write basic SQL queries for troubleshooting
- JavaScript, XML experience
- Ability to independently resolve the full breadth of Tier 1 cases with minimal oversight
- Strong judgment and decision making skills to determine when and how to escalate cases appropriately
- Ability to handle sensitive, high impact, or high visibility Tier 1 cases with discretion and professionalism
- Ability to produce high‑quality, thorough case documentation that supports efficient downstream work
- Knowledge of Tier 1 processes, tools, and best practices, with the ability to serve as a resource for peers
- Ability to support onboarding and knowledge transfer for new CSAs through peer coaching and guidance
- Ability to identify recurring issues or documentation gaps and contribute meaningful improvements
- Insurance or Risk industry experience preferred
Benefits
- Bonus
- Competitive medical, dental, and vision benefits
- Wellness reimbursement
- Life insurance
- 401(k) with company match
- Vacation and sick leave benefits (under a flexible time off policy in most states)
- Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
- Paid Time Off – Flexible options plus 10 paid company holidays where available**
- All full-time positions are hybrid, with many eligible to be completely remote
- Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
- Generous family leave options—including adoption and foster care placements
- Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account
- Retirement Savings – 401(k) with company match up to 4%
- Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complications
- Education Assistance Program – to help colleagues pursue industry/role-specific certifications
- Wellness Benefits – reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management
- Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage
Company Overview