Support Analyst
HICX
- București
- Contract
- Full-time
- Review, triage and respond to customer queries in a timely and accurate manner, via help desk tool or by email.
- Identify customer needs and help customer understand and use specific product features.
- Perform problem analysis, identify product malfunctions, and replicate user case scenarios by performing various tests.
- Create internal or external use documents and contribute to the growing knowledge-based articles.
- Make follow-up and collaborate in a cross-functional environment for cases that you own.
- Assist TAM’s (Technical Account Manager) on periodic calls with our customers.
- Maintain weekly Ad-hoc reports and other customer service analytics.
- Gather customer feedback and share to our Customer Success, Engineering and Product Teams.
- Ensure that SLAs are strictly followed, and solutions are delivered on time.
- Proactive in resolving issues and can make informed decisions.
- 2-5 years of experience as a Support Analyst or any product specific supporting role.
- Preferably a graduate in BSc in Information Technology or relevant diploma.
- Experience in SQL or Postgress is preferred.
- Experience in using JIRA, Confluence, or other related remote support tools.
- Knowledge in Groovy Scripts is a plus.
- Knowledge in ERPs or related technologies is a plus.
- Knowledge in Eclipse is a plus.
- Has strong analytical and critical thinking skills.
- Can easily understand complex technological cases and break them down.
- Excellent communication skills and can effectively translate information to technical and non-technical people.
- Ability to handle escalations and difficult customers.
- Time management and multi-tasking abilities.
- And must be willing to work on shifting schedules or within UK hours, to support customers across different time-zones.
- Work from anywhere in Romania - we are a fully remote company.
- Flexible PTO - We offer 25 days of paid holiday per year + 3 Public Holidays.
- Connect and socialize with the team during our company socials and off-site events.
- We celebrate special occasions with you - like your birthday! Additional PTO for all employees during their birthdays.
- Receive Competitive Pay - Our team makes sure to provide a highly competitive rate based on your skills and location.
- Work with a diverse, international team.
- Tons of amazing career opportunities in a fast-growing in-demand industry.