Technical Support Analyst

Há 3 dias


Lisboa, Portugal Full Fabric Tempo inteiro

.Overview As a Technical Support Analyst at our EdTech company, your primary responsibility will be to provide exceptional daily customer support. You will serve as the frontline contact for clients, addressing enquiries, troubleshooting issues, and ensuring the smooth operation of our products and services. This position offers an exciting opportunity to work in a dynamic environment, providing critical support to our clients daily. Key Responsibilities Daily Customer Support : Serve as the first point of contact for clients seeking assistance, providing timely and effective support via email, phone, chat, and other communication channels. Issue Resolution: Diagnose and troubleshoot technical issues reported by clients, resolving problems promptly and efficiently to minimise downtime and disruption. Ticket Management : Manage support tickets and inquiries, ensuring accurate documentation, prioritisation, and timely resolution of client issues in accordance with service level agreements (SLAs). Customer Communication: Communicate proactively with clients to provide updates on issue resolution progress, gather additional information as needed, and ensure a positive customer experience throughout the support process. Documentation: Create and maintain comprehensive documentation, knowledge base articles, and support resources to facilitate the resolution of common issues and enhance support efficiency. Quality Assurance: Conduct quality assurance checks and testing of software updates, patches, and new features to ensure functionality, stability, and compatibility with existing systems and configurations. Feedback Collection : Gather feedback from clients on product usability, performance, and functionality, and relay insights to internal teams to inform product development and improvement initiatives. Qualifications Bachelor's degree in Computer Science Information Technology, or a related field; relevant certificationsor coursework in technical support or customer service is a plus. Proven experience in technical support, help desk, or customer service roles, with a focus on troubleshooting technical issues and providing exceptional customer support. Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently and effectively. Excellent communication and interpersonal skills, with the ability to communicate technical concepts clearly and concisely to non-technical users. Customer-focused mindset with a passion for delivering outstanding customer service and support. Ability to work independently and collaboratively in a fast-paced, team-oriented environment, managing multiple priorities and deadlines effectively. Improvement mindset. Always open to feedback from customers and colleagues to iterate on their own skills and capabilities and that of the team. Familiarity in using help desk software, ticketing systems, and remote support tools


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