Technical Support Analyst
New
H
HICXEnterprise SaaS
Must be based in Bucharest to undertake this position., Applicants must be willing to work on a shifting schedule to support clients across different time zones.ContractSenior
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 5 years of experience in a Technical Support Specialist role, or business savvy and confident recent STEM graduate
- Required Skills
- PostgreSQLSQLJiraConfluenceTechnical support
Requirements
- Have 5 years of experience in a Technical Support Specialist role, or be a business-savvy and confident recent STEM graduate.
- Have work experience in the software industry.
- Quickly analyze and understand complex technical issues and break them down into smaller work packages.
- Have experience using help desk software, including JIRA, documentation tools such as Confluence, and other remote support tools.
- Be willing to work on a shifting schedule to support clients across different time zones.
- SQL or Postgres skills are a plus.
- A BSc in Information Technology or a relevant diploma is a plus.
Responsibilities
- Review, triage, and respond to customer queries through the help desk tool or by email.
- Identify customer needs and help customers use specific features.
- Assist Level 2 support on periodic customer status calls.
- Analyze and report product malfunctions by testing scenarios or impersonating users.
- Document customer-specific processes.
- Follow up with customers to ensure technical issues are resolved.
- Maintain weekly reports on customer inquiries, responses, and feedback.
- Gather customer feedback and share it with Customer Success, Engineering, and Product teams.
View Full Description & ApplyYou'll be redirected to the employer's site
