Technical Support Analyst

Provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services.

Responsibilities are within the Technical Customer Support Function as a generalist or in a combination of Disciplines General Profile Expands analytical or technical skills in own work area Maintains appropriate licenses, training and/or certifications, as needed Applies experience and skills to complete assigned work within our area of expertise Works within standard operating procedures and/or analytical methods Works with a moderate degree of supervision.

Recommended Skills:

Functional Knowledge: Applies analytical and technical skills to perform a variety of activities.

Business Expertise: Has good understanding of how the team integrates with others.

Leadership: Has no supervisory responsibilities.

Problem Solving: Recognizes and solves routine problems that can occur in own work area with or without supervisory approval; evaluates and selects solutions from established operating procedures Impact: Impacts the quality and quantity of own work.

Interpersonal Skills: Uses communication skills and common courtesy to exchange information.

Qualifications:

• Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units)​
• At least 1 year of experience in customer service or a similar customer-facing role.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• Must have great customer service orientation and communications skills
• Punctual and good team player
• Preferably has a prior technical experience in BPO/IT or Shared Services
• Experience in handling calls, emails, and chat
• Ability to adapt and multi-task to support incoming calls, email, chat, etc.
• Ability to quickly understand key terms and phrases to apply appropriate troubleshooting techniques
• Ability to work with difficult customers and diffuse frustrating situations
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months
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