Role : Provide technical support to global SaaS clients, ensuring client satisfaction through prompt issue resolution. Responsibilities : Troubleshoot application/system issues via SQL queries and analysis. Manage incident tickets and communicate status updates. Conduct screenshare sessions for issue resolution. Escalate critical issues and manage SLAs. Maintain a Knowledge Base. Participate in daily operations meetings. Technical Skills: Advanced Excel (VLOOKUP, etc.). (Must Have Experience) SQL. (Must Have Experience) Call Center/WFM reporting experience. Ticketing system familiarity (FreshDesk, etc.). (Must Have Experience) Required Qualifications: Advanced English proficiency. 5+ years SaaS technical support experience. Managerial experience, including recruitment and training. Bachelor's Degree. Desired Qualifications: ITIL certification. (Must Have Experience) Ability to meet deadlines. Strong communication and leadership skills.
Job Title
Service Desk Analyst