Technical Support analyst - ph, manilaHICX Solutions

HICX is a leading worldwide provider of enterprise SaaS solutions for digital supplier management..
We are looking for a Technical Support Analyst to assist our customers with technical problems when using our products and services.
Technical Support Analyst responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures
Responsibilities
Respond to customer queries in a timely and accurate way, via the help desk tool, email, chat or phone
Identify customer needs and help customers use specific features
Manage weekly status calls with our customers
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful discussions with customers
Documentation of customer-specific processes
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends
Gather customer feedback and share with our Customer Success, Engineering and Product Teams
Requirements
Experience as a Technical Support Specialist or similar Customer Success role
Worked in the software industry
Ability to quickly analyze and understand complex technical issues and break them down into smaller work packages
Experience using help desk software (JIRA), documentation tools (Confluence) and other remote support tools
Excellent communication and problem-solving skills
Multi-tasking abilities
Patience when handling tough cases
SQL or PostGres skills is a plus
BSc in Information Technology or relevant diploma is a plus
Breezy HR

Manila City, Metro Manila
Permanent
Full-time