Technical Support Analyst

Education and Experience

• Bachelor s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in technical support, helpdesk, or a related field, preferably within a technology solutions or SaaS environment.

Technical Skills and Knowledge

• Strong understanding of software and hardware troubleshooting, with experience in supporting cloud platforms and software products.
• Proficiency in using support ticketing systems (e.g., Zendesk)
• Working knowledge of SSRS, SQL & JavaScript (or similar).

Analytical and Problem-Solving Skills

• Excellent diagnostic and analytical skills, with a proactive approach to troubleshooting and resolving technical issues.
• Strong attention to detail and ability to work methodically to solve client issues effectively.

Communication and Interpersonal Skills

• Excellent verbal and written communication skills, with the ability to explain technical information clearly to non-technical users.
• Strong customer service orientation, with a focus on building positive relationships and ensuring client satisfaction.
• Experience of working with minimal guidance and ability to demonstrate initiative

Client Support

• Undertake and/or facilitate the resolution of raised incidents within the agreed client Service Level Agreements
• Undertake triage on allocated incidents upon receipt ensuring appropriate information is obtained from the client and the resulting prioritisation and categorisation activities are completed and recorded in the Support Centre
• Where possible and within a set allotted period of time, resolve the incident ensuring that standard quality/ release processes and procedures are followed
• For received client requests, ensure the requests are progressed through the Request Fulfilment process and categorised accordingly

Issue Escalation and Collaboration

• Escalate complex or unresolved issues to higher-level support or technical teams, maintaining ongoing communication with clients.
• Assist the Technical team in formal testing and implementation of developed fixes as required
• Collaborate with internal teams, including product, engineering, and quality assurance, to report and resolve recurring issues and improve product performance.

Knowledge Base and Documentation

• Contribute to and maintain internal and client-facing documentation, including FAQs, troubleshooting guides, and training materials.
• Identify areas for improvement in support documentation and work to ensure resources are up-to-date and user-friendly.
• System Monitoring and Reporting
• Monitor system performance and proactively identify potential issues, taking steps to minimize client impact.
• Facilitate the production of monthly reports to clients outlining service and system performance.

Continuous Improvement and Feedback

• Gather client feedback and identify trends in support requests to help inform product improvements and development priorities.
• Participate in team meetings and training sessions to stay current on product updates, support best practices, and personal skill development.

The Technical Support Analyst is responsible for providing high-quality technical assistance to clients, troubleshooting issues, and ensuring client satisfaction. This role requires a strong understanding of the companys products and services, the ability to diagnose and resolve technical issues, and excellent communication skills.

The Technical Support

Analyst will be the first point of contact for clients, working closely with internal teams to escalate and resolve complex issues efficiently.

This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.