Senior Customer Support Analyst

Description

Job Summary: We are seeking a Customer Support Analyst passionate about technology and people to serve as the primary point of contact, ensuring excellence in customer service. Key Highlights: 1. Communicate with non-technical customers using accessible and pedagogical language 2. Build and maintain trust-based relationships by managing expectations 3. Diagnose, analyze, and resolve functional and technical issues We seek a professional passionate about technology and people, capable of combining technical expertise with clear and empathetic communication. The Customer Support Analyst will be the primary liaison between our customers and our system solutions, ensuring an exceptional support experience. * Support non-technical customers (end users), translating technical language into accessible and pedagogical terms * Build and maintain trust-based relationships with customers by managing expectations and communicating deadlines and solutions transparently * Log, categorize, and prioritize support tickets via ticketing system (Help Desk / ITSM) * Monitor the lifecycle of support tickets, ensuring resolution within agreed SLAs * Diagnose, analyze, and resolve functional and technical issues within the company's system * Perform system configurations, parameterizations, and adjustments per customer requests * Analyze logs, identify inconsistencies, and escalate critical cases to development teams when necessary * Develop and maintain technical documentation, user manuals, and FAQs for end users * Participate in testing new features and validate fixes prior to customer release