Senior Technical Support Analyst

HICX is a leading worldwide provider of enterprise SaaS solutions for digital supplier management. Learn more about HICX

HICX helps Global 5000 companies to organize and manage their supplier data.

The HICX Supplier Management platform enables businesses with thousands of suppliers to efficiently on-board and manage the end-to-end lifecycle of all suppliers, and to find, re-use and maintain supplier data and information across any spreadsheet, app or system. High quality supplier data is essential to digital transformation and the key to becoming customer of choice for all suppliers. Some of the world's largest companies, in a wide range of industries, trust HICX for the management of their supplier data; these include Unilever, Lenovo, Mars, Mondelez, Baker Hughes and EDF Energy.

We are looking for a Senior Technical Support Analyst to assist our customers with technical problems when using our products and services. Software Technical Support Analyst responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with help desk software. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Role Description{{:}}

• Respond to customer queries in a timely and accurate way, via the help desk tool, email, chat or phone
• Identify customer needs and help customers use specific features
• Manage weekly status calls with our customers
• Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Documentation of customer-specific processes
• Inform customers about new features and functionalities

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• Follow up with customers to ensure their technical issues are resolved
• Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends
• Gather customer feedback and share with our Customer Success, Engineering and Product Teams
  

Requirements

• Experience as a Software Technical Support Analyst or similar role
• Worked in the software industry
• Ability to quickly analyze and understand complex technical issues and break them down into smaller work packages
• Experience using help desk software (JIRA), documentation tools (Confluence), and other remote support tools
• Excellent communication and problem-solving skills
• Patience when handling tough cases is a must
• Multi-tasking abilities
• Applicants must be willing to work on a shifting schedule to support clients across different time zones
• SQL or PostGres skills is a plus
• BSc in Information Technology or relevant diploma is a plus
  
  

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Philippines{{:}}

• Work from anywhere within PH - we are a fully remote company.
• Flexible PTO - We offer 15 days of paid holiday per year + PH Public Holidays.
• 3 days of paid sick leave added to holiday entitlement.
• We celebrate special occasions with you - like your birthday! Additional PTO for all employees during their birthdays.
• Receive Competitive Pay - Our team makes sure to provide a highly competitive rate based on your skills and location.
• Work with a diverse, international team.

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HICX does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.