Technical Support Analyst
New
IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–3+ years
- Required Skills
- SQLMicrosoft Power BIMicrosoft ExcelDebuggingSaaS
Requirements
- University degree in computer science or a finance-related field.
- 2–3+ years of experience in customer software support, ideally in ERP, SaaS, or enterprise application environments.
- Working knowledge of Software Development Life Cycle (SDLC).
- Hands-on experience with SQL for querying and reporting.
- Ability to read and interpret technical logs, error messages, and system behavior for troubleshooting.
- Basic programming and debugging experience in any modern programming language.
- Intermediate working knowledge of MS Office, including Power BI, Word, Excel, and PowerPoint.
Responsibilities
- Solve issues encountered by customers engaged in implementing and using Binary Stream products.
- Create a support ticket for each newly reported customer issue, ensuring the content and status are kept current.
- Obtain and record all information needed to replicate issues through emails, phone calls, and screen-sharing meetings.
- Involve the Development team in the resolution of customer-reported issues caused by software defects.
- Maintain oversight of open tickets and ensure appropriate communication with affected customers.
- Contribute to continuous improvement within the Customer Support function by sharing lessons learned.
- Provide guidance, coaching, and support to other staff engaging in Customer Support activities.
- Fulfil administrative processes including reporting and contract management.
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