Technical Support Analyst
New
You can work from home and be located anywhere in IrelandFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum 3 years of experience
- Required Skills
- SQLTroubleshootingTechnical supportSaaS
Requirements
- Minimum 3 years of experience in a technical support role supporting external customers on a software solution.
- Experience in a SaaS environment.
- Post-secondary degree or diploma in a related field.
- Solid working knowledge of Windows environments.
- Experience with ERP business software.
- Experience with web-based applications.
- Strong research skills.
- Strong troubleshooting and problem-solving skills.
- Strong oral and written communication skills.
- Ability to fulfill security and confidentiality thresholds (SOC2, CGRP).
Responsibilities
- Investigate, research and resolve issues in a timely fashion.
- Respond to customers’ queries by determining nature and likely causes of issues.
- Follow up with customers to ensure satisfaction with resolutions.
- Perform triage to review new cases and assign to appropriate agents.
- Determine root causes for customer issues to mitigate future impacts.
- Respond to monitoring alerts from customer environments.
- Perform daily application administration functions.
- Handle assigned cases within specified SLA response times.
- Create knowledge base articles.
- Participate in on-call duty rotation and after-hours maintenance.
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