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Senior Technical Support Analyst

1 hour, 31 minutes ago
Philippines
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Confluence JIRA PostgreSQL SQL
Apply Now
HICX.com

HICX.com

HICX provides Supplier Management Software Solutions with a focus on optimizing procurement processes and enhancing supplier innovation for large enterprises.

Professional Services
51-250
Founded 2004
$30M raised
View All Jobs 8

Description

  • Respond to customer queries accurately and in a timely manner via help desk, email, chat, or phone.
  • Identify customer needs and guide users through specific product features and functionalities.
  • Manage weekly status calls with customers.
  • Analyse and report product malfunctions by testing scenarios or impersonating users.
  • Update internal databases with details of technical issues and customer discussions.
  • Document customer-specific processes and share updates on new features and functionalities.
  • Follow up with customers to ensure technical issues are fully resolved.
  • Maintain weekly reports on customer inquiries, responses, and feedback to support service analytics and trend analysis.
  • Gather customer feedback and share it with Customer Success, Engineering, and Product teams.

Requirements

  • Experience as a Software Technical Support Analyst or in a similar role.
  • Experience working in the software industry.
  • Ability to quickly analyze complex technical issues and break them into smaller work packages.
  • Experience using help desk software such as JIRA.
  • Experience with documentation tools such as Confluence and other remote support tools.
  • Excellent communication and problem-solving skills.
  • Strong patience when handling difficult cases.
  • Strong multitasking abilities.
  • Willingness to work on a shifting schedule to support clients across different time zones.
  • SQL or PostgreSQL skills are a plus.
  • A BSc in Information Technology or a relevant diploma is a plus.

Benefits

  • Fully remote work from anywhere within the Philippines.
  • 15 days of paid holiday per year plus Philippine public holidays.
  • 3 days of paid sick leave added to holiday entitlement.
  • Additional paid time off on your birthday.
  • Competitive pay based on skills and location.
  • Opportunity to work with a diverse, international team.

Interested in this position?

Apply directly on the company website

Apply Now

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