Technical Support Analyst

This is a fully remote position, open to applicants in India.

📋 Description

• Take pride in your interactions with customers and cultivate positive relationships both externally and internally.

• Offer technical and user support to clients, adhering to the appropriate escalation procedures.

• Write SQL queries for reporting and analyzing client databases, as well as debugging issues when necessary.

• Develop batch scripts to assist with the background processes of our software and troubleshoot issues as needed.

• Aid in building new client systems using our SaaS solution.

• Address client support inquiries through email and phone.

• Use a ticketing system to track and thoroughly document all client support communications, escalations, and resolutions.

• Communicate effectively and promptly with customers, colleagues, and management.

• Exhibit strong analytical and problem-solving abilities, working both independently and collaboratively with the team.

• Show initiative and a willingness to go above and beyond for our clients and coworkers.

⛳️ Requirements

• Bachelor’s degree in computer science, statistics, supply chain management, or a related field.

• Over 3 years of experience with SQL.

• Must be available to work in the US Eastern Standard Time Zone from 7 AM to 3 PM, equivalent to 4:30 PM to 12:30 AM IST.

• Self-motivated and able to work with minimal supervision.

• Strong analytical and problem-solving capabilities.

• Excellent written and verbal communication skills.

• Proficient in crafting complex MS SQL queries.

• Skilled in MS Excel, including knowledge of pivot tables and data import.

• Familiarity with IIS.

• Understanding of file transfer protocols and management of FTP servers.

• Keen attention to detail.

• Enthusiasm for learning and developing new technical skills.

• Experience with the Atlassian suite of products is a plus.

• Background in Supply Chain Planning or Inventory Management is advantageous.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for professional development.