Support Analyst/ Senior Support Analyst (level 1)

Job Summary: A Level 1 Support Analyst is a critical member within the Production Support Team that supports the applications monitoring, communicating with clients and participating in incident management activities. The ideal candidate will have a passion for customer service, a team first mentality, strong communication skills, ability to collaborate across all levels of the organization. With a good grasp over product functionalities, a Level I Support Analyst will monitor application alerts, take preliminary actions to address application and customer issues, coordinate with the L2 team for technical analysis, and communicate with cross-functional teams to resolve customer inquiries.

This job involves rotating shifts (mostly night shift - Only Male applicants are preferred for now)

Role & responsibilities

• Monitor and report application alerts promptly and follow established processes and procedures.
• Diagnose and troubleshoot application issues.
• Respond to customer queries via email or ticketing system in a timely and professional manner.
• Escalate complex issues to Level II Technical Support and Development Team to resolve incidents.
• Communicate with cross-functional teams, including sales and product development to provide the customer with a high level of customer support.
• Document and track customer support inquiries and resolutions internal ticketing system.
• Ensure the applications alert and incident management tools are up-to-date and meet business needs.

Preferred candidate profile

• A bachelor Degree (preferably technical)
• 1+ years of IT/Process support experience.(minimum 1 year is required)
• Excellent customer service skills with a passion for helping customers.
• Strong Coordinations skills.
• Strong problem-solving and analytical skills.
• Excellent communication skills, both written and verbal.
• Ability to work within a team first environment.
• Willingness to learn SQL.

Extra Information:

Shift allowance will be paid for night shifts