SaaS Support Analyst

• Fielding first contact from customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Triaging submitted customer tickets for clarity, assignment, and categorization.
• Assessing question or issue for resolution need.
• Providing support in the form of procedural documentation.
• Managing multiple cases simultaneously, ensuring all tickets receive appropriate attention.
• Troubleshooting technical issues while identifying trends for root cause.
• Diagnosing and determining bugs.
• Developing and maintaining ITSM reports to provide IT Service performance detail.
• Following up with clients to ensure the problem is resolved.
• Other duties as assigned by leader

Qualification

• 3+ years of technical support experience of Software applications, preferably proprietary SaaS based platforms.
• Working knowledge of Relational Databases and Transact SQL.
• Prior experience in tech support, desktop support, or a similar role.
• The ability to take the initiative to find the root of the problem.
• Attention to detail and good problem-solving skills.
• Excellent interpersonal skills.
• Good written and verbal communication.
• Excellent verbal and written communication skills
• Excellent analytical and problem-solving skills

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