Technical Support Analyst providing in - person and remote support for IT systems and services. Ensuring proper functioning of technology equipment per organizational standards.
Responsibilities
- Handle escalated tickets (Level 2), perform root cause analysis and propose permanent solutions.
- Operate, configure and evolve chatbots and AI agents for customer support (intents, flows, automations, handoff, content curation and continuous improvement).
- Create, maintain and optimize support and back-office automations integrating chatbot, HubSpot, Jira and other systems using n8n, webhooks and APIs.
- Analyze and report tickets in Jira Service Management, structuring clear technical information for the development team.
- Work in HubSpot to manage tickets, customer history, SLAs, pipelines and customer journeys.
- Work with omnichannel platforms (Zendesk, Intercom, Freshdesk, Movidesk or similar), ensuring organization, metrics and service quality.
- Build and maintain knowledge base (FAQs, technical articles, runbooks and playbooks).
- Monitor and analyze KPIs such as SLA, AHT (Average Handle Time), FCR, backlog, recurrence and CSAT.
- Participate in critical incident analyses (post-mortem) and define prevention plans.
- Act as a bridge between Support, Customer Success and Tech teams, translating business problems into technical language and vice versa.
- Support the creation of dashboards and operational reports to monitor support health.
Requirements
- Previous experience as Level 2 Support (or advanced Level 1) in SaaS / B2B companies.
- Hands-on experience with chatbots and AI agents for customer support (configuration, training, automations and response improvement).
- Experience with Jira Service Management (ticket creation, prioritization, categorization, SLAs and technical communication).
- Solid knowledge of CRMs, preferably HubSpot (tickets, workflows, automations and reporting).
- Experience with conversation and ticket management platforms (omnichannel).
- Experience with process automations using tools such as n8n, HubSpot Workflows, REST APIs and webhooks.
- Analytical ability for problem diagnosis, technical comprehension and clear documentation.
- Structured, solution-oriented communication.
Benefits
- Employee discount program
- Food allowance
- Meal voucher
- Transportation voucher
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Lead Digital Operations Support Analyst at Caterpillar, overseeing operational stability for Dealer ERP solutions. Collaborating with teams for platform reliability and performance across Microsoft Dynamics 365.
Senior Support Analyst for Applications and Observability in Brazil. Engaging in application support and incident management using React, React Native, and Dynatrace.
Senior Logistic Support Analyst responsible for logistic support analysis and training for Royal Canadian Navy programs. Contributing to maintainability and supportability of naval systems.
Client Support Analyst providing top - tier service for U.S. Legal Support clients. Responding to inquiries via phone and email, facilitating hybrid legal proceedings, and supporting office operations.
Client Support Analyst at U.S. Legal Support ensuring client inquiries are handled efficiently in Houston, TX. Supporting legal proceedings and providing exceptional client service via phone and email.
Shift Lead responsible for managing the technical support team at Boldr. Delivering training, support, and exceptional client service in a hybrid work environment.
IT Support Analyst providing frontline technical support for Windows and Mac users. Diagnosing and troubleshooting hardware and software issues in a hybrid environment.
Senior Technical Support Engineer in a hybrid role focusing on technical support and customer management. Involves collaboration, troubleshooting, and documentation of technical issues.
Support asset management and CMMS at San Diego International Airport. Seeking detail - oriented individual for administration and optimization of operational systems.