Technical Support Analyst
Core
Provide functional and technical product support for IP products (Foundation IP, Memotech, Inprotech) to external and internal clients via phone, email, and chat.
Role type
Technical Support Analyst
Builds
Customer support for IP software products
Domain
Intellectual Property / Software Support
Deliverable
client delivery
Required skills
Troubleshooting, technical diagnosis, incident management, SLA adherence, stakeholder communication
Preferred skills
Oracle, SQL Server, Web Servers configuration, SQL queries, IIS, Microsoft Office
Responsibilities
Act as first point of contact for technical assistance; resolve customer inquiries and requests; escalate complex issues; gather information to diagnose technical issues; document support requests and enhancement requests; report customer feedback to the organization.
Seniority
Mid-level, hands-on IC