Technical Support Analyst

About the role

What you will do Investigate, research and resolve issues in a timely fashion while maintaining communication with customers on status, roadblocks and timelines. Assume role of Triage, as scheduled, to review newly acquired cases ensuring all key documentation / information is included, assigning cases to appropriate agents based on team matrix and updating case statuses as required.

What you'll do

• Investigate, research and resolve issues in a timely fashion while maintaining communication with customers on status, roadblocks and timelines
• Respond to customers’ queries by determining nature and likely causes of issues, recommend corrective actions or guide customers through resolution
• Follow up with customers ensuring recommendations and steps taken continue to fit customer expectations, recommend further action where necessary
• Assume role of Triage, as scheduled, to review newly acquired cases ensuring all key documentation / information is included
• Determine potential root causes for reported customer issues, going beyond the presented issue to identify true issues

What you need

• 2–5 yrs of experience
• Any graduate

Good to have

• Windows
• ERP
• Production planning