[Hiring] Senior Technical Support Analyst @HICX

Role Description

We are looking for a Senior Technical Support Analyst to assist our customers with technical problems when using our products and services. Software Technical Support Analyst responsibilities include:

• Respond to customer queries in a timely and accurate way, via the help desk tool, email, chat or phone.
• Identify customer needs and help customers use specific features.
• Manage weekly status calls with our customers.
• Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users).
• Update our internal databases with information about technical issues and useful discussions with customers.
• Documentation of customer-specific processes.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Maintain weekly reports on customer inquiries, responses and feedback to develop customer service analytics and trends.
• Gather customer feedback and share with our Customer Success, Engineering and Product Teams.

Qualifications

• Experience as a Software Technical Support Analyst or similar role.
• Worked in the software industry.
• Ability to quickly analyze and understand complex technical issues and break them down into smaller work packages.
• Experience using help desk software (JIRA), documentation tools (Confluence), and other remote support tools.
• Excellent communication and problem-solving skills.
• Patience when handling tough cases is a must.
• Multi-tasking abilities.
• Applicants must be willing to work on a shifting schedule to support clients across different time zones.
• SQL or PostGres skills is a plus.
• BSc in Information Technology or relevant diploma is a plus.

Benefits

• Work from anywhere within PH - we are a fully remote company.
• Flexible PTO - We offer 15 days of paid holiday per year + PH Public Holidays.
• 3 days of paid sick leave added to holiday entitlement.
• We celebrate special occasions with you - like your birthday! Additional PTO for all employees during their birthdays.
• Receive Competitive Pay - Our team makes sure to provide a highly competitive rate based on your skills and location.
• Work with a diverse, international team.