Senior Support Analyst

Description

Job Summary: Provide specialized second-level technical support to clients, analyzing and resolving complex tickets while contributing to continuous improvement of the TMS system. Key Highlights: 1. Specialized technical support to clients, focusing on complexity 2. Analysis and resolution of complex issues in the TMS system 3. Collaboration in documenting features and improving the product **Job Description:** **Position Objective:** Provide specialized second-level technical support to clients by analyzing and resolving complex tickets, documenting features, validating development requests, and contributing to the continuous improvement of the TMS system. **Detailed Responsibilities:** * Deliver specialized technical support to clients using company-provided tools, focusing on high-complexity requests. * Provide in-depth technical support and clarifications regarding the client's purchased TMS system, including advanced configurations and usage scenarios. * Thoroughly log all client requests with emphasis on technical analysis. Offer advanced guidance on optimal TMS usage, proposing solutions and optimizations. * Critically analyze tickets escalated by Assistants (N1\), identify root causes, and propose appropriate solutions or escalations. * Actively collaborate in documenting existing features and creating documentation for new features. * Perform technical analysis and validation of tickets forwarded to development, ensuring clarity and completeness of information. * Analyze and record improvement suggestions for new requests, contributing to product evolution. * Participate in client meetings to clarify complex requirements and present feedback on implemented adjustments. **Requirements/Qualifications:** * Completed or ongoing undergraduate degree in Information Technology, Logistics, Business Administration, or related fields. * Proven experience in technical system support, preferably with TMS. * Ability to analyze and resolve complex problems. * Skill in documenting processes and features. * Strong communication and interpersonal skills for interacting with clients and internal teams. **Behavioral Competencies:** Analytical thinking, problem solving, proactivity, technical communication, customer focus, organization, collaboration. **Technical Competencies:** Advanced knowledge of TMS, systems analysis, Service Desk tools, technical documentation.