Providing prompt and courteous assistance to customers via various communication channels such as our support system, email, phone and team’s chat.
Triaging incoming support tickets and enquiries, accurately assessing their urgency and severity.
Troubleshooting technical issues and providing solutions or escalating to Tier 2 support as needed.
Documenting customer interactions and resolutions in the support system for future reference.
Following up with customers to ensure their issues have been resolved satisfactorily and providing any necessary additional assistance.
Continuously updating your knowledge base and staying informed about product updates and changes to better assist customers.

2+ Years of experience in a similar role.
Strong communication and customer service skills.
Experience of working in a support environment and knowledge of software systems are essential for the role.
Ability to quickly learn new applications and technologies.
Ability to follow internal procedures.
Web technologies experience.
Strong communication skills — especially under pressure.
Ability to distil complex technical issues into clear, actionable communication for both technical and non-technical audiences.
Awareness of Service Level Agreements (SLAs) and their role in ensuring timely and effective support delivery.
Proficiency with support platforms (e.g., Salesforce, Jira, ServiceNow, Zendesk).
Data-driven mindset — comfortable with reporting, dashboards, and performance metrics.
A calm, decisive, and customer-obsessed approach to issue management.

Technical Support Analyst

Key skills