Technical Support Analyst

What You'll Do

• Prioritize and manage inbound customer requests across real-time channels (chat, phone), the support community portal, and internal escalations.
• Analyze semi-complex to complex technical problems to identify and execute root-cause solutions with limited management oversight.
• Own resolution for technical requests including User Access Management, Connections, Reporting, and Syndication.
• Quickly recognize out-of-scope issues and leverage internal workflows to route them efficiently to specialized teams without delaying customer resolution.
• Actively participate in Knowledge-Centered Service (KCS) methodologies by capturing, creating, and updating internal and external knowledge articles as a natural byproduct of the troubleshooting process.
• Embrace and utilize AI productivity tools and automation embedded in our tech stack to speed up resolution times, simplify complex diagnostics, and focus on meaningful customer interactions.
• Partner with Team Leads and senior peers to map new technical workflows, closing process gaps and making standard operating procedures clear across the global support organization.
• Own your daily queue and time management effectively, consistently meeting and exceeding key operational KPIs and customer satisfaction (CSAT) metrics.
• Lead by example by maintaining high performance standards, supporting the onboarding of new hires, and sharing knowledge to elevate the entire team.
• Formulate data-driven opinions on workflow friction or process gaps and provide proactive, constructive feedback to leadership.
• Develop deep Subject Matter Expertise (SME) in specific products or features, providing feature-specific updates to the team and actionable feedback to Product and Engineering.

What You'll Need

• 12+ months of experience in a high-touch Client Care or Technical Support role is highly preferred, with a proven track record of managing enterprise clients, large retailers, or global brands.
• Exceptional written and verbal communication skills, with the ability to maintain a highly professional standard of English across digital and live channels.
• Passion for using automation and modern AI-driven tools to simplify workloads and enhance productivity.
• Solid understanding of enterprise case management workflows and ticketing infrastructure (experience with Salesforce, JIRA, or Google Workspace is an asset).
• Foundational knowledge of frontend web technologies (HTML, CSS, and JavaScript) is a strong advantage for diagnosing platform integrations.
• A self-motivated, resilient team player who thrives in a fast-paced environment and naturally goes above and beyond to advocate for the client.