Technical Support Analyst
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Job Description
Technical Support Analyst providing customer support for SaaS supply chain platform. Interacting with clients, troubleshooting issues, and improving operations for users.
Responsibilities:
- Take pride in your interactions with our customers and develop positive working relationships both externally and internally
- Provide technical and user support to our clients; follow the appropriate escalation procedures
- Write SQL queries to report and analyze our client databases and to be able to debug issues as required
- Write batch scripts to support our software’s background processes and to be able to debug issues as required
- Assist with building new client systems utilizing our SaaS solution
- Respond to client support issues via email and phone
- Utilize a ticketing system to track and fully document all client support communication, escalation and resolutions
- Effective and timely communication with customers, co-workers and manager
- Demonstrates strong analytical and problem-solving skills working independently and with the team
- Initiative and willingness to go the extra mile for our customers and coworkers
Requirements:
- Bachelor’s degree in computer science, statistics, supply chain management or similar
- 3+ years’ SQL experience
- Must be able to work US Eastern Standard Time Zone 7am-3pm - IST to 4.30 PM to 12.30 AM
- Self-starter with minimum supervision
- Strong analytical and problem-solving skills
- Excellent communication skills both written and verbal
- Ability to write complex MS SQL queries
- Proficient in MS Excel (knowledge of pivot tables and data import)
- Knowledge of IIS
- Knowledge of file transfer protocols and management of FTP servers
- Strong attention to detail
- Interest in learning and developing new technical skills
- Experience with Atlassian suite of products a plus
- Experience in Supply Chain Planning or Inventory Management a plus
Benefits:
- Flexible work arrangements
- Professional development
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