[Hiring] Technical Support Analyst @Yempo Solutions

Role Description

We have an exciting dayshift opportunity available for a Technical Support Analyst. Work from home or the office – you choose!

• Provide Level 1 and 2 customer/technical support for supply chain customers:
• Respond to customer inquiries via email, chat, and phone.
• Communicate clearly and professionally to resolve issues.
• Troubleshoot technical problems, gather relevant information, and escalate complex cases when needed.
• Accurately document customer interactions and resolutions in the ticketing system.
• Work with internal teams to identify recurring issues and product improvements.
• Create and maintain knowledge base articles, FAQs, and support documentation.
• Follow up on unresolved cases and provide status updates to ensure customer satisfaction.
• Maintain product knowledge and stay informed on new features and releases.
• Meet individual and team KPI targets.
• Perform other duties as assigned.
• Comply with all Information Security Management System (ISMS) policies, procedures, standards, and guidelines.

Qualifications

• Minimum 2 years of customer-facing support experience in a software or technology environment.
• Experience troubleshooting software issues across different platforms.
• Proficiency with help desk, CRM, and ticketing systems.
• Knowledge of Electronic Document Standards, including EDIFACT, JSON, X12, XCBL XML, CSV, and XSLT.
• Understanding of B2B integration systems and processes.
• Experience with process adherence and continuous improvement.
• Comfortable working remotely and collaborating with international stakeholders.

Benefits

• Highly competitive salary – paid weekly!
• HMO enrollment on commencement.
• Additional HMO dependents added each year of service.
• 20 vacation days per year; 7 sick days.
• Annual performance bonuses and incentives.
• Annual salary reviews and increases.
• Free cooked rice, snacks, and hot drinks.
• Company polo shirts provided.
• Fantastic, bright and cheerful open-plan work environment.
• Prestigious clients and highly professional and friendly co-workers.

Company Description

They have continued to give top quality service to their more than satisfied clients. Their services include providing cloud-based B2B integration to and not limited to retail and supply industries.