Technical Support Analyst

Description

We are seeking a highly motivated and customer-focused Technical Support Analyst to join our team. As a Technical Support Analyst, you will play a crucial role in providing exceptional support to our customers and collaborating closely with our customer service teams. Your responsibilities will include handling ticket creation, reporting, and resolving technical issues, ensuring a smooth and efficient customer experience.

Key Responsibilities:
Customer Support:
- Interact with customers to understand and troubleshoot technical issues.
- Provide timely and accurate responses to customer inquiries through various channels.
- Collaborate with customer service teams to address and resolve customer concerns effectively.

Ticket Creation and Management:
- Create and manage support tickets to track customer issues and resolutions.

 - Prioritize and escalate tickets as needed to ensure timely resolution.

 - Maintain detailed documentation of customer interactions and issue resolutions.

Technical Troubleshooting:

 - Diagnose and resolve technical issues reported by customers.

 - Work closely with internal technical teams to escalate and resolve complex problems.

 - Provide clear and concise instructions to customers for issue resolution.

Reporting and Analysis:
- Generate reports on common technical issues to identify trends and areas for improvement.
- Collaborate with cross-functional teams to analyze support data and implement proactive solutions.
- Contribute insights to improve product functionality and customer satisfaction.

Database Knowledge:
- Possess a fundamental understanding of SQL, MongoDB, and databases.
- Ability to run basic queries and troubleshoot database-related issues.
- Collaborate with the development team to relay customer-reported database problems.

Requirements

Qualifications:
- Bachelor's degree in a relevant technical field or equivalent practical experience.
- Proven experience in a technical support role, preferably in a customer-facing environment.
- Strong problem-solving skills and ability to troubleshoot technical issues independently.
- Excellent communication skills with the ability to convey technical information clearly to non-technical users.
- Basic understanding of SQL, MongoDB, and databases.
- Familiarity with ticketing systems and customer support software.

Preferred Skills:
- Previous experience in a software development or technology company.
- Experience using Atlassian product such as Jira Service Management, Confluence, JIRA.
- Familiarity with cloud computing platforms.
- Strong attention to detail and organizational skills.

If you are passionate about technology, enjoy helping customers, and thrive
in a collaborative environment, we invite you to apply for this exciting
opportunity. Join us in delivering top-notch technical support and contributing
to the success of our customers.