Technical Support Analyst
Posted 44 minutes ago
You'll apply on the company's website.
About the Role
A specialist outsourced IT services provider is looking for a committed Technical Support Analyst. You will be responsible for providing expert Level 1 and Level 2 technical and client support to customers in the supply chain industry. Your work will involve managing inquiries, resolving technical faults, and keeping detailed records for a global client network. In this remote position, you will work alongside internal staff to solve difficult problems and enhance service delivery while upholding strict organizational security protocols. The organization promotes a professional and helpful environment that supports staff success while working with major international accounts.
Requirements
- You need at least two years of experience in a customer-support position within a tech or software setting.
- You must be skilled at solving software-related problems on different platforms and understand how to use CRM, help desk, and ticketing software.
- You are required to be technically proficient in Electronic Document Standards, specifically EDIFACT, XML, JSON, X12, XCBL, XSLT, and CSV.
- You must have a firm grasp of B2B integration processes and systems.
- You should feel comfortable communicating with global stakeholders in a remote environment and show dedication to following procedures and ongoing learning.
Responsibilities
- You will deliver full technical and customer assistance through telephone, chat, and email channels for supply chain clients.
- Your tasks include diagnosing technical errors, collecting relevant data, and forwarding difficult tickets to the appropriate teams.
- You must keep precise records of all client communications in the ticketing software and track open cases to guarantee client satisfaction.
- You will partner with internal groups to pinpoint repetitive problems, draft and update FAQ or knowledge base content, remain informed on product releases, and achieve personal and collective performance metrics.
- You must ensure that all actions adhere to Information Security Management System policies.
Benefits & Perks
- You will receive a competitive salary paid weekly, eligibility for yearly performance incentives, and recurring salary assessments.
- You gain full HMO coverage starting on your first day, with annual options to include dependents.
- You are entitled to 20 days of vacation and 7 days of sick leave annually.
- You have the option to work remotely or utilize the office space, which features a modern open-plan layout, complimentary hot beverages, snacks, and cooked rice.
- You will be provided with company-branded polo shirts.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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