Technical Support Analyst

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

📋 Description

• Deliver comprehensive Technical Support to users of Objectif Lune's software and solutions via telephone, email, system portal, and forums in a prompt and efficient manner – ensuring that exceptional customer service standards are consistently upheld. (Adhere to SLA’s and KPI’s)

• Process and facilitate software Activations.

• Offer expertise on optimal usage and practices of the software and its environment.

• Provide outstanding customer service by quickly understanding client inquiries and delivering concise, clear written and verbal instructions to achieve a favorable resolution to their issues.

• Oversee and manage cases throughout their entire lifecycle, ensuring case administration aligns with departmental policies.

• Execute all necessary tasks to ensure exceptional customer service.

• Replicate issues faced by users for thorough analysis.

• Identify technical issues, suggest potential solutions, implement them with users, and document the interventions.

• Inform users about best practices and share knowledge on the optimal use of Objectif Lune's software.

• Manage time and priorities in accordance with service standards.

• Proactively maintain a comprehensive understanding of supported core product functionalities, new features, and general updates.

• Cultivate relationships with key departments.

⛳️ Requirements

• Excellent proficiency in both French and English (written and verbal).

• Strong communication skills.

• In-depth knowledge of Web Technologies (e.g., HTML, CSS, PHP, jQuery, NodeJS).

• Understanding of Workflow terminologies.

• Experience with Ticket Management software (Zendesk, FreshDesk, Jira, or similar).

• Strong analytical abilities and logical thinking.

• Autonomy and initiative in troubleshooting, with robust problem-solving skills.

• Capability to manage multiple tasks simultaneously.

• Good sense of urgency and prioritization.

• Ability to summarize and document effectively.

• Excellent adaptability and a continuous desire to learn.

• Strong communication and interpersonal skills.

• Willingness and capability to work collaboratively in a team.

• Familiarity with Windows Server OS.

• Proficient in Browser/Server/Network Diagnostic tools.

• Competence in MS Office.

🏝️ Benefits

• Flexible work schedule from Monday to Friday.

• Available to support our customer base in Europe (GMT +1) from Romania and must be prepared to work on standby after office hours and on weekends.