Technical Support Analyst
Technical Support Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
About the position
As a Technical Support Analyst (Bilingual Mandarin and English) you will be in a highexposure support position assisting our enterprise customers and resolving technical issues with our software solutions. Working with your colleagues developers product managers and account managers you will have the opportunity to develop your technical and leadership skills through continuous learning opportunities. Youre the main point of contact for support for our customers which means you have strong problemsolving and customer service skills. You are also a team player who thrives on working collaboratively with both internal and external teams.
Specific responsibilities include but are not limited to:
- Product Support: Becoming an expert in our product suite and working handson with Microsoft technologies including SharePoint Office 365 Azure SQL Server Window Server and IIS. Supporting our customers by providing solutions that resolve and simplify complex technical issues in the Microsoft Cloud. Analyzing and trouble shooting software issues through the use of internal logging and development resources.
- Customer Service: Utilizing your knowledge of our software to deliver effective resolutions and answers to customer issues and inquiries. Becoming a trusted customer advocate by ensuring we are prompt and professional with all engagements whether by phone or email. Helping customers maximize their use of our products by over coming any challenges throughout implementation and general use.
- Serving as the support contact for customers regularly connecting via phone email and remote sessions
- Analyzing complex issues by reviewing productspecific logs and utilizing root cause analysis skills
- Overseeing interdepartmental collaboration to help ensure prompt delivery of customer requests
- Contributing to publicfacing articles based on found issues in our software
- Learning about our technology including release updates and new products through onthejob training and education
What you will bring to our team:
- BA/BS Degree in an ITrelated field(Computer Science majors are preferred but not required)
- 1 to 5 years of technical software support or help desk experience(preferred)
- Excellent bilingual communication skills in Mandarin and English able to interact professionally with a diverse group managers executives and SMEs.
- Ability to work independently and within a highly collaborative team environment
- Commitment to continuous education and drive to stay up to date with the latest technologies
- Strong interest or experience with Microsoft technology stack(including SharePoint Office 365 AzureWindows Server SQL Server and IIS)
Additional Details:
- Work shift : 2 PM 11 PM PH Time (Mon Fri)
- Work setup: Hybrid 3x onsite 2x remote
Employment Type
Full Time
