Support Analyst
Skills
Computer ScienceSoftware As A ServiceAirline TicketingCustomer ExperienceCustomer SuccessDatabasesSales
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Minimum 2 years of technical support experience in a high-volume technology environment or related field
- Comprehensive experience with databases SQL runbooks and/or Python
- Comprehensive experience with ticketing help desk or escalation and incident systems
- Comprehensive experience with troubleshooting via email live chat and phone
- Strong technical documentation skills
Nice to have
- Empathetic
- Positive attitude
- Independent problem solver
- Simple communicator
- Collaborative teammate
- Detail oriented
- Strong time management
Day to day
- Provide first-line technical support by researching, diagnosing and resolving buyer and seller issues
- Investigate escalated tickets and coordinate with technical teams to drive timely customer resolutions
- Replicate problems document findings and create knowledge base content to improve operational efficiency
- Support customer email requests questions and complaints while becoming an expert on the platform tools and website
- Assist with training share best practices and produce feedback reports for internal stakeholders