HICX
SaaS
SeniorTechnicalSupportAnalyst
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Technical Support Analyst at HICX. Skills: Technical Support, Customer Service, Problem Solving. Assist customers with technical problems. Resolve customer queries”
Industry & Context.
Excellent problem-solving skills
Willing to work on a shifting schedule to support clients across different time zones
What They're Looking For.
Must Have
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, Excellent communication and problem-solving skills, Patience when handling tough cases, Multi-tasking abilities, Willing to work on a shifting schedule
Nice to Have
Familiar with help desk software, SQL or PostGres skills, BSc in Information Technology or relevant diploma
What You'll Do.
Assist customers with technical problems
Resolve customer queries
Guide product users through features
Respond to customer queries
Identify customer needs
Help customers use specific features
Manage weekly status calls
Analyze and report product malfunctions
Update internal databases
Document customer-specific processes
Inform customers about new features
Follow up with customers
Maintain weekly reports
Gather customer feedback
How You'll Work.
Team & Collaboration
Share feedback with Customer Success, Engineering and Product Teams
Communication Scope
Excellent communication
Full Job Description
**HICX** is a leading worldwide provider of enterprise SaaS solutions for digital supplier management. [_**Learn more about HICX**_](https://www.hicx.com/) **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. **Requirements** **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 cu
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