Technical Support Analyst

Full Job Description

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. The Technical Support Analyst applies product knowledge to independently resolve simple customer queries while collaborating with cross-functional teams to resolve complex queries. This dynamic position will perform tasks in a fast-paced environment where multiple projects occur simultaneously. A successful TSA will be enthusiastic, patient, and empathetic and have excellent written and oral English communication, time management, and analytical skills.

Essential Functions

Under the general supervision of the Team Lead Technical Support, the essential functions include:

• Communicate with customers on the issues through the support portal, emails, calls, and online conferencing tools, and provide support.
• Collect detailed information from the customer to categorize the severity of issues and to determine the best resolution by asking targeted questions to quickly understand the root of the problem. 
• Identify, troubleshoot, and resolve technical issues in the product.
• Document, prioritize, and track all open issues via Elixir’s service cloud systems, and ensure issues are resolved according to the customer’s Service Level Agreement (SLA).
• Properly escalate unresolved issues to appropriate internal teams like Engineering, Cloud, and Licensing.
• Ensure customer satisfaction through prompt and accurate feedback with a swift resolution and follow up to the customer.
• Always maintain professional and collaborative working relationships with customers and internal teams that contribute to retaining customers..
• Maintain any training or certification as required, including compliance, annual refresher, policy, or job-specific training.
• Embrace and sustain a work environment that supports Elixir’s core values: Community, Learning Culture, Integrity, and Pioneering
• Customer compassion and empathy.
• Excellent verbal and oral communication skills.
• Analytical thinking, troubleshooting, and problem-solving skills. 
• Elixir’s product knowledge
• Business acumen
• Strong time management
• Ability to maintain professionalism while working under pressure with competing priorities.
• Ability to exercise judgment in the absence of defined procedures and practices to determine appropriate actions. 

Required education and experience

• Bachelor's degree in computer science, IT, Software Engineering, Computer System Engineering, Telecommunication, or any other relevant engineering discipline 
• 1-2 years in a relevant role will be preferred. 

Preferred education and experience

• Bachelor's degree in computer science with experience of 2-3 years in a technical support department in a multinational software or telecommunication company
• ITIL Foundation Certification. 

Supervisory responsibilities

No

Work environment

The work is performed in an office environment and may be distracting at times with others conversing. The work environment could be in Elixir’s office, working from home, or a hybrid of both

This position requires hours of computer screen time, hearing, speaking, and sitting or standing at a desk

Expected hours of work

Rotational 9-hour shift. One month morning, one month evening, and one-month night shift. (Additional compensation for evening, night, and shifts on Public Holidays)