Support Analyst Tier 1

Overview

Provide Tier 1 technical customer support for supply chain software through phone and ticketing channels.

What you'll do

• Provide comprehensive support through both phone and ticketing system.
• Gather initial information to understand and troubleshoot software-related issues.
• Document all relevant information accurately in the ticketing system.
• Assess and triage support cases, routing them to the appropriate internal teams.
• Maintain clear and concise communication with customers and internal teams.
• Meet defined SLAs for first response and resolution of support cases.
• Collaborate effectively with internal teams, external partners, and third-party vendors.
• Escalate tickets to appropriate teams or levels of support when necessary.
• Maintain a low percentage of cases escalated due to case hygiene or failure to meet SLA.
• Handle critical responses and escalate cases based on severity.
• Maintain a low call unanswered rate to ensure customer phone calls are promptly being addressed.
• Resolve issues based on defined runbooks, policies, and procedures.
• Curate various types of documentation utilized to expand the footprint of the Tier 1 service.
• Utilize active listening, empathy, and other emotional intelligent skills to properly handle customer interactions.
• Meet or exceed the defined required customer service satisfaction score.

What you'll need

• Strong customer service skills and ability to multi-task.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize tasks and self-manage.
• Ability to quickly learn and expand knowledge in relevant processes and application as part of day to day.
• Excellent listening, oral, and written communication skills with strong interpersonal skills.
• Possess strong sense of teamwork, integrity, and positive attitude.
• 0-1 year technical customer support experience.
• Fluency in English.

Details

• Location: Remote, Mexico.