Support Analyst guiding users of SAP Ariba and other solutions in Spanish, English, and Portuguese. Creating materials to facilitate user adoption and resolving technical inquiries on demand.
About the role
- Technical Support Case Handler responsible for managing technical support cases and delivering high-quality technical assistance. Focusing on diagnosing issues, prioritizing workload, and ensuring customer satisfaction through excellent communication.
Responsibilities
- Take ownership of assigned tickets, prioritising workload effectively to meet SLAs and KPIs while maintaining clear and detailed case documentation.
- Use technical knowledge and problem‑solving skills to diagnose issues, identify root causes, and deliver timely solutions, escalating complex cases when required.
- Provide clear, professional, and timely updates to customers.
- Ensure customer satisfaction through proactive communication and resolution.
- Track and report on personal KPIs including case closure rates, first-time fix rates, and customer satisfaction scores.
- Work closely with internal teams (e.g., engineering, product, infrastructure) to resolve complex issues.
- Identify recurring issues and suggest improvements to processes, tools, or documentation.
Requirements
- Proven experience in a technical support or helpdesk role
- Strong troubleshooting and analytical skills
- Excellent written and verbal communication
- Familiarity with ticketing systems (e.g., Freshdesk, Jira)
- Understanding of SLAs and KPIs in a support environment
- Ability to work independently and manage multiple cases simultaneously
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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