remote
Technical Support Analyst - ComplyAdvantage
Software Engineer
Seeking a Technical Support Analyst in Singapore to provide L1 customer support across a product suite. This role involves triaging, resolving, and escalating technical issues for APAC customers.
About the role
Key Responsibilities
- Serve as the first point of contact for customer technical support inquiries.
- Triage and resolve inbound support requests across the company's product suite.
- Effectively troubleshoot and diagnose technical issues reported by customers.
- Escalate complex issues to the L2 support team and other relevant departments.
- Collaborate with Customer Success to ensure timely resolution and customer satisfaction.
- Document support interactions and resolutions for knowledge base contribution.
Requirements
- Proven experience in a Technical Support or similar customer-facing role.
- Strong troubleshooting and problem-solving abilities.
- Familiarity with SaaS products and support environments.
- Excellent communication and interpersonal skills.
- Ability to manage and prioritize multiple support requests efficiently.
Skills
technical supportcustomer servicetroubleshootingescalation management