Technical Support Analyst

The Technical Support Analyst, manages, troubleshoots and resolves complex software and solution support issues. With a passion for providing superb Technical Support and with an emphasis on strong technical skills, impeccable communication and Customer Service, the Technical Support Analyst will be responsible for providing speedy resolutions for our clients while working within the product Support team and wider business.

Primary Responsibilities

• Provide all levels of Technical Support assistance to the users of Objectif Lune's software and solutions by telephone, by email, system portal and through forums in a timely and efficient manner – ensuring excellent customer service standards are always maintained. (Respect SLA’s and KPI’s)
• Process and provide software Activations
• Provide expertise on the best use and practices of the software and environment.
• Provide excellent customer service, understanding client queries quickly and providing concise, clear written and verbal instructions in order to reach a positive outcome on their issue.
• Own and manage cases through their entire life-cycle, ensuring case administration is completed in line with departmental policy.
• Perform all tasks required to provide impeccable customer service.
• Replicate issues encountered by users for analysis.
• Identify technical problems, propose potential solutions, implement them with users and document interventions.
• Inform users of best practices and transfer know-how on the optimal use of Objectif Lune's software’s.
• Manage time and priorities according to the service standards.
• Pro-actively maintain an in-depth knowledge of supported core product’s functionality, new features, and general updates.
• Maintain relationships with key departments.

Requirements

• Excellent command of English (written and verbal). French or any second language is a plus.
• Good knowledge of Web Technologies (ex: HTML, CSS, PHP, jQuery, NodeJS)
• Workflow – terminologies and understanding
• Ticket Management software (Zendesk, FreshDesk, Jira or other)
• Strong analytical skills and logic
• Autonomy and initiative in troubleshooting and problem solving
• Ability to handle multiple tasks simultaneously
• Good sense of priority and urgency
• Ability to summarize and document
• Great adaptability and desire to learn continuously
• Good communication and interpersonal skills
• Desire and ability for team work
• Windows Server OS
• Browser/Server/Network Diagnostic tools
• MS Office
• Strong Communication and writing skills

Desired Skills And Experience

• 1 year of experience in technical software support or University equivalent qualifications
• Good knowledge of Web technologies (ex: HTML, CSS, PHP, jQuery, NodeJS)
• Good knowledge of JavaScript
• Basic knowledge of programming
• Knowledge of WordPress
• Good understanding of networking and Windows OS
• Basic to moderate knowledge of Microsoft Azure Cloud
• Knowledge of document composition
• Knowledge of Node-Red