Customer Support Analyst

Company Profile:
A UK headquartered company and a leading provider of innovative technology solutions specializing in software development, IT consulting, and digital transformation services. The company has a commitment to delivering cutting-edge solutions tailored to meet the unique needs of each client and has established itself as a trusted partner for businesses seeking to thrive in the digital age.

Due to their continued success, they are looking to expand their team in the Philippines and are seeking individuals with a high degree of motivation, technical capabilities, and a genuine desire to develop themselves while the business grows further. They are looking for a proactive and customer-driven L1 Support Technician to join their team.

This is an amazing career opportunity for someone who wants to gain experience in modern software and tools. Career growth, state-of-the-art technologies to learn, and a highly collaborative working environment are some of the things that you could look forward to!

Overall purpose and responsibilities of the role:
As an L1 support technician, your primary responsibility is to handle initial customer inquiries, troubleshoot technical issues, and provide solutions or escalate more complex problems to higher-level support tiers while adhering to company policies and procedures, and striving for customer satisfaction.

Duties and Responsibilities:
• Be the initial point of contact for users encountering technical issues with software applications
• Diagnose and resolve technical issues related to software applications. This may involve analyzing error messages, debugging code, or providing step-by-step guidance to users.
• Communicate effectively with customers to understand their issues, provide updates on the status of their requests, and ensure that they are satisfied with the resolution provided. Good communication skills are essential for explaining technical concepts in a clear and understandable manner.
• Maintain detailed records of customer interactions, technical issues, and resolutions in a ticketing system or knowledge base. Accurate documentation helps in tracking trends, identifying recurring issues, and improving the overall support process.
• Offer guidance and training to users on how to use software applications effectively. This may involve providing demonstrations, creating user guides or tutorials, and answering user questions related to functionality.
• Collaborate with other support team members, as well as developers and other departments, to resolve complex issues and improve overall product quality. Sharing knowledge and insights within the team fosters a collaborative and efficient support environment.
• Stay updated on new features, updates, and best practices related to the software applications you support. Continuous learning helps you provide more effective support and stay ahead of emerging issues.
• Gather and relay customer feedback to relevant stakeholders, such as product managers or developers, to drive product improvements and enhancements.
• Maintain a professional and courteous demeanor at all times, even when dealing with challenging or frustrated customers. Empathy, patience, and a positive attitude can greatly improve the customer experience.

Must-have Skills/Qualification:
• At least 1 year of extensive experience in a Level 1 support role or relevant
• Proficiency in troubleshooting software issues.
• Understanding of software applications and their functionalities.
• Familiarity with ticketing systems for issue tracking and resolution.
• Basic understanding of networking concepts.
• Ability to follow technical instructions and procedures.
• Excellent attention to detail including identifying frequent/repeat occurrences
• Thorough triage/troubleshooting and prioritization skills – asking the right questions understanding the issue/query, the end goal and the user story
• Confident in communication skills (especially in English) and be able to articulate
• solutions clearly and concisely in a timely manner in accordance to SLA’s
• Strong customer-focused mindset ensuring excellent customer satisfaction
• Strong sense of ownership over tickets to resolution or detailed escalation
• Advantageous Skills/Experience:
• Bachelor’s Degree in Information Technology, Computer Science, Engineering or related