Technical Support Analyst

Role Overview

• Handle incoming customer support requests across supported channels while ensuring SLA compliance.
• Act as the primary point of contact for escalated customer inquiries and complex technical issues within the local region.
• Provide expert‑level technical guidance to customers and internal staff, leading them through effective issue resolution.
• Own the investigation and troubleshooting of new or unknown product issues, restoring systems to normal operation and documenting solutions.
• Collaborate with cross‑functional teams to address customer needs and deliver timely, effective solutions.
• Assist customers with product configuration, focusing on best practices where a Statement of Work (SOW) is not required.
• Support client onboarding activities and participate in Executive Business Reviews (EBRs) as needed.
• Partner with Services and Support teams to drive customer retention and growth.
• Create, review, and maintain technical and functional knowledge base articles, FAQs, and training materials.
• Identify incident and request trends to support problem management and continuous improvement efforts.
• Maintain and administer internal systems, including ticketing tools and support platforms.
• Track and analyze support metrics to identify improvement opportunities and provide insights to management.
• Assist with training and onboarding new customer support team members.
• Support initiatives aimed at improving support efficiency, effectiveness, and customer satisfaction.
• Demonstrate an ongoing commitment to continuous learning and skill development.

Requirements

• 2‑ or 4‑year college degree in Computer Science, Management Information Systems, Engineering, Business, or a related field preferred, or equivalent professional experience.
• 1+ year of experience in a technical customer service or support environment, or equivalent training.
• Proven troubleshooting and problem‑solving skills with the ability to resolve complex technical issues.
• Experience handling escalated customer support calls and emails.
• Excellent written and verbal communication skills with a customer‑focused approach.
• Ability to work independently, manage multiple tasks, and handle calls and emails simultaneously.
• Excellent teamwork mindset with a demonstrated customer service orientation.
• Experience or enthusiasm for Identity Verification (IDV) checks is a plus.
• Commitment to delivering high‑quality service and continuously improving support processes.

Benefits

• country specific benefits