As a Technical Support Analyst, you will play a significant role in supporting our customers. With our tried-and-tested onboarding process, you will soon become familiar with the five product and company. You will collaborate with other teams to ensure more complex requests are managed efficiently and will provide feedback to help improve product and solution knowledge as well as processes. Answers to questions asked by customers that are not in the knowledge base will be reviewedand added to the knowledge base if appropriate. We’re looking for someone who thinks ahead,recognising opportunities to help customers help themselves. You will help out with configuration changes and testing, furthering your knowledge and experience. You may also be expected to help out with managed service tasks and other support tasks from time to time. What you’ll be doing: - Monitoring and triaging new support requests submitted by customers - Providing 1st line support for support requests - Investigate, reproduce and resolve Customer issues within the required Service Level - Maintain our evolving knowledge base - Clear and concise documentation of root causes and resolution - Assist with the implementation and testing of Change Requests and small projects What we’re looking for: - Passion for customer service with a communication style that can be adapted to suit the audience - A problem solver with a range of troubleshooting methodologies - Intermediate knowledge of Sas Projects and Cloud Services - Familiar with basic database concepts and spreadsheets - 2+ years in a similar role - Flexibility to try something new, confidence to challenge the status quo. it would be a plus if you have experience with - Experience with Sas Projects and Cloud Services - Experience in BPO Tipo de puesto: Tiempo completo