TechnicalSupportAnalyst

## Accountabilities Manage inbound technical support requests across real-time channels such as chat and phone, as well as internal escalations and support portals. Diagnose and resolve semi-complex to complex technical issues, ensuring effective root-cause analysis and timely solutions. Provide support for key platform functions including user access, reporting, system connections, and content syndication. Identify out-of-scope issues and route them efficiently to the appropriate specialized teams to maintain resolution speed. Contribute to Knowledge-Centered Service (KCS) practices by creating, updating, and improving internal and external documentation. Leverage AI tools and automation to improve efficiency, streamline troubleshooting, and enhance customer interactions. Collaborate with senior team members to refine workflows, improve processes, and strengthen global support standards. Maintain ownership of personal queue, performance metrics, and customer satisfaction (CSAT) goals. Share knowledge and best practices to support onboarding and development of new team members. Requirements: 12+ months of experience in technical support, client care, or a similar customer-facing technical role. Strong communication skills, with the ability to deliver clear and professional support across written and verbal channels. Experience working with enterprise clients, retailers, or global brands in a high-touch support environment. Familiarity with case management systems such as Salesforce, Jira, or similar ticketing tools. Basic understanding of web technologies such as HTML, CSS, and JavaScript is a plus for troubleshooting integrations. Strong problem-solving skills with the ability to manage multiple priorities in a fast-paced environment. Comfortable using AI-driven tools and automation to enhance productivity and efficiency. A proactive, customer-first mindset with strong accountability and teamwork orientation. Benefits: Competitive compensation within a defined annu