Support Analyst – Tier 1
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Job Description
Tier 1 Support Analyst troubleshooting Infios supply-chain software for customers. Handling phone and ticket support, triage, escalation, documentation, and SLA-driven resolutions.
Responsibilities:
- Provide comprehensive support through phone and ticketing system
- Gather initial information to understand and troubleshoot software-related issues
- Document relevant information accurately in the ticketing system
- Assess and triage support cases, routing them to appropriate internal teams
- Maintain clear communication with customers and internal teams
- Meet defined SLAs for first response and resolution of support cases
- Collaborate with internal teams, external partners, and third-party vendors
- Escalate tickets when necessary based on severity
- Maintain low escalation rates due to case hygiene or failure to meet SLA
- Handle critical responses and escalate cases based on severity
- Maintain a low call unanswered rate
- Resolve issues using defined runbooks, policies, and procedures
- Curate documentation to expand the Tier 1 service footprint
- Apply active listening, empathy, and emotional intelligence in customer interactions
- Meet or exceed customer service satisfaction score requirements
Requirements:
- Strong customer service skills and ability to multi-task
- Strong analytical, troubleshooting, and problem-solving skills
- Ability to prioritize tasks and self-manage
- Ability to quickly learn and expand knowledge in relevant processes and applications
- Excellent listening, oral, and written communication skills with strong interpersonal skills
- Strong sense of teamwork, integrity, and positive attitude
- 0-1 year technical customer support experience
- Fluency in English
Benefits:
- Equal-opportunity employer committed to inclusion in the workplace
- Reasonable accommodations during the recruiting process for individuals with disabilities
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