Technical Support Analyst.
Core
Deliver high-touch technical support to enterprise clients via phone, chat, and portal, resolving complex issues and driving knowledge creation.
Role type
Senior Technical Support Analyst (High-Touch)
Builds
Customer resolution workflows and knowledge base articles
Domain
SaaS / E-commerce / User-Generated Content
Deliverable
client delivery
Required skills
complex troubleshooting, root-cause analysis, User Access Management, Connections, Reporting, Syndication, KCS methodologies, AI tool utilization, process mapping, data-driven feedback, SME development
Preferred skills
enterprise client management, large retailer experience, global brand support, Salesforce/JIRA/Google Workspace, frontend web technologies (HTML/CSS/JS)
Technologies
Salesforce, JIRA, Google Workspace, AI productivity tools
Responsibilities
Prioritize and manage inbound customer requests across real-time channels; analyze semi-complex to complex technical problems to identify root-cause solutions; own resolution for technical requests including User Access Management, Connections, Reporting, and Syndication; recognize out-of-scope issues and route them efficiently to specialized teams; participate in KCS methodologies by capturing and updating knowledge articles; utilize AI productivity tools and automation to speed up resolution times; partner with Team Leads to map new technical workflows and close process gaps; own daily queue and time management to meet KPIs and CSAT metrics; lead by example by supporting onboarding and sharing knowledge; formulate data-driven opinions on workflow friction and provide feedback to leadership; develop deep Subject Matter Expertise (SME) in specific products or features
Seniority
Mid-level, hands-on IC with autonomy
