Provide initial user support, handling Level I (L1) support with a focus on resolving simple inquiries, ensuring accurate logging of requests and appropriate escalation to higher support levels to contribute to customer satisfaction.
Support clients via phone, chat, or email, delivering functional Level I assistance.
Log and correctly classify tickets in the service system.
Apply standardized procedures to resolve recurring errors and common questions.
Escalate more complex tickets to Level II with a complete and clear history.
Update the knowledge base with simple and recurring solutions.
Comply with company policies, procedures, and standards related to work processes and implemented management systems.
Maintain the order, safeguarding, and proper care of materials, equipment, and documentation under your responsibility, as well as the organization of the workplace.
Perform other duties related to the role and work processes as required.

Proficient with Microsoft Office (Excel, Word, Outlook)
Bachelor's degree in Business Administration, Information Technology, or related fields
Experience with ERP systems or management software
Familiarity with support tools (e.g., ticketing systems, chat, email)
Basic knowledge of networking, remote access, and end-user support

Technical Support Analyst – Junior

Key skills