Support Analyst

Summary

Join Sana Commerce as a Support Analyst and become the face of the company in the EMEA & APAC markets, providing excellent customer service to our B2B clients. You will act as the first point of contact, managing incoming tickets and resolving issues. This role requires analyzing logs to aid development and collaborating across teams to meet customer needs. The position offers opportunities for growth within a fast-growing SaaS company. Enjoy a hybrid work model with up to 3 weeks of work-from-anywhere time per year. You will work with global leaders on strategic initiatives and contribute to a dynamic, fast-moving environment.

Requirements

• At least a bachelor's degree or equivalent work experience
• 5+ years of experience in a technical customer service role across IT industry/ complex product
• Customer Service mentality. You thrive on helping customers. When issues arise, you see the potential to make something great out of it. You never back down and always strive to reach the best possible solution for your customers
• Great organizational skills. The ability to balance your personal backlog against new work and special projects that will help grow your career. You have excellent attention to detail and time management
• Technical affinity.  You are comfortable using Excel, learning new software, and can understand HTML or XML. Experience working with E-Commerce software and/or ERPs is a plus
• Communication skills. You speak and write fluently in English. Dutch and/or German are a plus. You easily understand customer needs and know how to look for the ‘question behind the question’

Responsibilities

• Act as the first point of contact for our customers & partners
• Manage incoming tickets within service levels to ensure customer satisfaction
• Work to resolve issues, questions, and requests self-sufficiently where possible
• Analyze markup language and application logs to aid the development team in eliminating product bugs
• Collaborate across functional areas to address customers’ needs as their champion

Benefits

• Up to 3 weeks “work from anywhere” per year
• A hybrid working model – 3 days from the office, 2 days from home