About this role

Deliver comprehensive support via tickets, email, and phone with responsive, helpful service
Act as the primary interface between Silverchair and its clients, ensuring exceptional service delivery
Troubleshoot and resolve client issues using detailed product knowledge
Document all customer interactions in detail
Build strong relationships through transparent communication

Two-year undergraduate degree in computer science, information science, or related field (or equivalent experience)
Technical or customer support experience with a software/technology company
Solid understanding of XML, SQL, and Microsoft applications
Proficiency with CRM and ticketing systems (JIRA, Zendesk, ServiceNow, Confluence)
Strong troubleshooting abilities beyond basic Tier 1 support
Familiarity with networking protocols, DNS, system logs, APIs, and user configurations
Proficient English skills (written and verbal)

Client Services Analyst

Key skills