Support Analyst Tier 1
Core
Provide comprehensive technical support via phone and ticketing system to troubleshoot software issues, triage cases, and ensure SLA compliance for supply chain software users.
Role type
Tier 1 technical support analyst
Builds
Customer support operations for supply chain software platform
Domain
Supply chain software / IT support
Deliverable
client delivery
Required skills
troubleshooting, problem-solving, active listening, empathy, documentation, prioritization, multi-tasking, communication
Preferred skills
technical customer support experience, knowledge of supply chain processes
Technologies
ticketing systems, runbooks, internal support tools
Responsibilities
Gather initial information to troubleshoot software issues, document cases accurately, assess and triage support cases, escalate tickets to appropriate teams, handle critical responses based on severity, maintain low call unanswered rate, resolve issues using defined runbooks, curate support documentation, meet SLAs for first response and resolution.
Seniority
Junior, 0-1 year experience