Technical Support Analyst

Summary

Join Sana Commerce as a Technical Support Analyst and become the first point of contact for customers and partners in the EMEA & APAC markets. You will manage incoming tickets, resolve complex issues, analyze application logs to aid development, and collaborate across teams to meet customer needs. This role offers the opportunity to work with global leaders, utilize a hybrid work model (3 days in office, 2 days remote), and enjoy up to 3 weeks of "work from anywhere" time annually. You will be responsible for maintaining customer relationships and growing alongside a fast-growing SaaS company. The ideal candidate possesses a customer service mentality, strong organizational and communication skills, and technical affinity, including experience with HTML or XML. A bachelor's degree or equivalent experience and 5+ years in a technical customer service role are required.

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

• Acting as the first point of contact for our customers & partners
• Managing incoming tickets within service levels to ensure customer satisfaction
• Working to resolve high complexity issues, questions, and requests from our customers self-sufficiently where possible
• Analyzing markup language and application logs to aid the development team in eliminating product bugs
• Collaborating 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