
SaaS Support Analyst
4 days ago
- Fielding first contact from customers to quickly get to the root of their problem.
- Providing timely and accurate customer feedback.
- Triaging submitted customer tickets for clarity, assignment, and categorization.
- Assessing question or issue for resolution need.
- Providing support in the form of procedural documentation.
- Managing multiple cases simultaneously, ensuring all tickets receive appropriate attention.
- Troubleshooting technical issues while identifying trends for root cause.
- Diagnosing and determining bugs.
- Developing and maintaining ITSM reports to provide IT Service performance detail.
- Following up with clients to ensure the problem is resolved.
- Other duties as assigned by leader
Qualification
- 3+ years of technical support experience of Software applications, preferably proprietary SaaS based platforms.
- Working knowledge of Relational Databases and Transact SQL.
- Prior experience in tech support, desktop support, or a similar role.
- The ability to take the initiative to find the root of the problem.
- Attention to detail and good problem-solving skills.
- Excellent interpersonal skills.
- Good written and verbal communication.
- Excellent verbal and written communication skills
- Excellent analytical and problem-solving skills
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