Support Analyst - WFH

Job Summary

We are looking for a Support Analyst to join our team. The ideal candidate will provide technical support and troubleshooting for our clients. This role offers opportunities for professional growth and the chance to make a significant impact on customer satisfaction.

Key Responsibilities

• Provide second-level technical support to clients via phone, email, and chat
• Diagnose and resolve technical issues related to software and hardware
• Document support interactions and solutions in the ticketing system
• Collaborate with cross-functional teams to improve product functionality
• Assist in the development of support documentation and training materials
• Monitor and analyze support metrics to identify trends
• Participate in on-call support rotation as needed
• Ensure timely resolution of issues to maintain customer satisfaction

Qualifications

Qualifications

• Bachelor's degree in Computer Science or a related field
• 3-5 years of experience in a technical support role
• Strong troubleshooting and problem-solving skills
• Proficiency in Windows and Mac operating systems
• Experience with ticketing systems and remote support tools
• Excellent communication and interpersonal skills

Preferred Qualifications

• Experience with network troubleshooting and configuration
• Knowledge of ITIL best practices
• Relevant certification such as CompTIA A+ or ITIL Foundation

Perks and benefits

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled
• Superb and exciting Mid-Year Parties - with items to give away and cash prizes!
• Endless opportunities for career advancement
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Tech-on-wheels Support
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc