HICX is a leading worldwide provider of enterprise SaaS solutions for digital supplier management. Learn more about HICX
We are looking for a Junior Technical Support Analyst to assist our customers with issues they encounter, when using our products and services.
The Junior Technical Support Analyst is the first contact point for our customers, and plays a vital role ensuring requests are handled efficiently, and escalated to the correct team for further analysis. As you progress in the role your responsibilities will expand to include resolving customer queries, recommending solutions and guiding product users through features and functionalities.
You will start in Level 1 support where you will learn on the job about our systems and our processes. After 6-9 months you will then move into Level 2 support, where you will begin to specialise in specific parts of the system, and continue to provide the best possible support to our customers.
This role would suit a recent STEM graduate or someone with 1-3 years of experience in a similar support role. We are looking for people who are passionate about what we do, have a genuine interest in data, and are committed to a long term relationship with us. In return for this we will support you with on-going training and career development.
If you are keen to join a company in an exciting stage of growth, where opportunities are only limited by your ambition, apply now.
Responsibilities
- Review, triage and respond to customer queries in a timely and accurate way, via the help desk tool or by email
- Identify customer needs and help customers use specific features
- Assist Level 2 support on periodic status calls with our customers
- Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Document customer-specific processes
- 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
- 1-3 years of experience in a Technical Support Specialist role, or business savvy and confident recent STEM graduate (BSc in Information Technology or relevant diploma is a plus)
- Work experience 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
- Patience when handling tough cases is a must
- Multi-tasking abilities
- Applicants must be willing to work on a shifting schedule to support clients across different time zones.
- SQL or PostGres skills is a plus
