Technical Support Analyst - Remote

Overview

The Technical Support Analyst (TSA) provides timely and accurate Tier 1 support to Elixir’s customers on our products and custom solutions. This is a highly collaborative position that coordinates with cross-functional teams such as Engineering, Deployment, Cloud, Sales, Customer Success, and Finance, and ultimately acts as a trusted advisor and champion for the customer. This position diagnoses and troubleshoots product-related queries and provides resolutions to the customers within the guidelines of determined SLAs.

In Short

• Provide Tier 1 support to customers.
• Collaborate with cross-functional teams.
• Diagnose and troubleshoot customer queries.
• Document and track issues via service cloud systems.
• Escalate unresolved issues to internal teams.
• Ensure customer satisfaction through prompt feedback.
• Maintain professional relationships with customers.
• Participate in required training and certification.
• Support Elixir’s core values.

Requirements

• 1-2 years in a relevant role.
• Bachelor's degree in computer science or related field (preferred).
• 2-3 years in a technical support department in a multinational software or telecommunication company (preferred).
• ITIL Foundation Certification (preferred).

Benefits

• Collaborative work environment.
• Opportunity for professional growth.
• Supportive team culture.
• Flexible working arrangements.