Technical Support Analyst

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

📋 Description

• Act as the primary contact for customers, responding to inquiries, resolving technical issues, and addressing complaints.

• Oversee incoming service desk requests via CRM software, including ticket creation, prioritization, and resolution based on SLAs.

• Conduct independent investigations to resolve technical problems across multiple channels.

• Refer complex issues to senior personnel along with thorough investigation and diagnostic documentation.

• Provide technical services efficiently and professionally in line with SLAs and company standards.

• Develop and maintain an internal knowledge base that includes systems, services, FAQs, known issues, and best practices.

• Work collaboratively with cross-functional teams on both pre-sales and post-sales technical support initiatives.

• Recognize recurring issues, offer insights, and enhance support processes.

⛳️ Requirements

• Minimum of 2 years of experience in delivering remote technical support to enterprise clients.

• At least 2 years of experience in supporting SaaS or enterprise software applications.

• Proficiency in troubleshooting both Windows-based and web-based applications.

• Knowledge of REST APIs, JSON, authentication, and API troubleshooting tools such as Postman.

• Experience in creating and analyzing reports using Microsoft Excel, Power BI, or similar reporting tools.

• Familiarity with Jira, Jira Service Management, or similar ticketing systems.

• Ability to analyze logs, error messages, and technical details to identify and resolve issues.

• Experience collaborating with Development, Quality Assurance, DevOps, and Product teams.

• Familiarity with Document Management Systems such as Veeva Vault, OpenText, or Documentum is a plus.

• Basic knowledge of Python, PowerShell, SQL, AWS, or automation tools is a plus.

• Excellent communication, problem-solving, organizational, and customer service abilities.

• Previous experience with Docuvera is highly desirable.

• Experience in the Life Sciences sector or another regulated industry is advantageous.

• Strong written and verbal communication skills.

• Ability to work disciplinedly with customers in a highly regulated environment.

• A college or university degree in computer science is preferred but not mandatory.

• Certifications in ITIL, CompTIA A+, or CompTIA Network+ are preferred.

🏝️ Benefits

• Genuine flexibility and trust in managing your work.

• Access to modern systems and AI-enabled technology.

• Tools and support to maximize your performance.

• Funded and complimentary learning opportunities.

• Coaching and mentoring available.

• Professional development opportunities to grow your career.

• Opportunities for internal advancement.

• Year-end appreciation leave.

• Birthday leave.

• Parental leave.

• Long-service leave.

• Confidential, fully funded employee assistance support.

• Additional entitlements may vary based on location and eligibility, such as unlimited PTO and healthcare benefits in the US.