Support Analyst Tier 1

Role overview Provide first-line technical support for customers using business software. You will take questions by phone and through a ticketing system, investigate reported problems, and guide cases to resolution or the right specialist while maintaining clear, considerate communication.

Responsibilities - Gather details about software issues, troubleshoot using established runbooks and procedures, and document findings accurately. - Triage and prioritize cases, handle urgent incidents according to severity, and route or escalate issues when needed. - Meet response and resolution service targets, answer calls promptly, and maintain high customer satisfaction. - Coordinate with internal teams, external partners, and vendors to progress cases. - Create and maintain support documentation that helps expand Tier 1 service. - Use active listening and empathy in customer interactions, and keep case records complete to reduce avoidable escalations.

Requirements - Strong customer service, analytical thinking, troubleshooting, and problem-solving skills. - Ability to prioritize competing tasks, work independently, and manage multiple cases. - Clear written and verbal communication, attentive listening, and effective interpersonal skills. - Team-oriented approach, integrity, and a positive attitude. - Ability to learn support processes and applications quickly. - Fluency in English; 0–1 year of technical customer support experience.