remote
Technical Support Analyst - Open Positions Zoovu
Software Engineer
Seeking a Technical Support Analyst to provide excellent customer service and resolve technical issues for SaaS products. Requires strong troubleshooting skills and experience with ticketing systems.
About the role
Key Responsibilities
- Provide timely and effective technical support to customers via various channels (email, chat, phone).
- Troubleshoot and diagnose software and hardware issues, identifying root causes.
- Document technical solutions and create clear, concise user guides and FAQs.
- Escalate complex issues to senior support staff or engineering teams when necessary.
- Maintain accurate records of customer interactions and resolutions in the ticketing system.
- Contribute to the improvement of support processes and product knowledge base.
Requirements
- Proven experience in a technical support or customer service role.
- Strong analytical and problem-solving skills with a knack for troubleshooting.
- Familiarity with ticketing systems (e.g., Zendesk, Jira Service Management).
- Excellent written and verbal communication skills in English.
- Ability to understand and explain technical concepts to non-technical users.