Junior Technical Support Analyst

Summary

Join HICX, a leading enterprise SaaS solutions provider, as a Technical Support Specialist! In this role, you will provide timely and accurate responses to customer queries, identify customer needs, and assist in resolving technical issues. You will analyze product malfunctions, document processes, and maintain weekly reports on customer inquiries. Collaboration with other teams is key to gathering feedback and improving customer service. The ideal candidate possesses 1-3 years of experience in a similar role or a relevant STEM background. Excellent communication and problem-solving skills are essential.

Requirements

• 1-3 years of experience in a Technical Support Specialist role, or business savvy and confident recent STEM graduate (BSc in Information Technology or relevant diploma is a plus)
• Work experience in the software industry
• Ability to quickly analyze and understand complex technical issues and break them down into smaller work packages
• Experience using help desk software (JIRA), documentation tools (Confluence), and other remote support tools
• Excellent communication and problem-solving skills
• Patience when handling tough cases is a must
• Multi-tasking abilities
• Applicants must be willing to work on a shifting schedule to support clients across different time zones

Responsibilities

• Review, triage and respond to customer queries in a timely and accurate way, via the help desk tool or by email
• Identify customer needs and help customers use specific features
• Assist Level 2 support on periodic status calls with our customers
• Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Document customer-specific processes
• Follow up with customers to ensure their technical issues are resolved
• Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends
• Gather customer feedback and share with our Customer Success, Engineering and Product Teams

Preferred Qualifications

SQL or PostGres skills is a plus

Benefits

• Work from anywhere in [Specified Country] - we are a fully remote company
• Flexible PTO - We offer 25 days of paid holiday per year + 3 Public Holidays
• Connect and socialize with the team during our company socials and off-site events
• We celebrate special occasions with you - like your birthday! Additional PTO for all employees during their birthdays
• Receive Competitive Pay - Our team makes sure to provide a highly competitive rate based on your skills and location
• Work with a diverse, international team
• Tons of amazing career opportunities in a fast-growing in demand industry