Senior IT Support Analyst ensuring stability and performance of IT services across luxury retail operations. Providing end - user support and collaborating with technical teams.
About the role
- Customer Support Analyst at Phocas ensuring customers are successful using their Business Planning and Analytics software. Responsible for troubleshooting technical issues and delivering exceptional customer service.
Responsibilities
- Deliver exceptional customer service using remote tools (TeamViewer, VPN, RDP, Teams)
- Triage and manage the support case queue via Jira, phone, and email
- Troubleshoot across OS, application, database, and ETL layers
- Diagnose root causes and either resolve or escalate appropriately
- Validate customer data extraction, staging, and integration processes
- Provide end-user guidance, training, and workaround solutions
- Maintain accurate case documentation and customer records in Jira and HubSpot
- Participate in major incident management and root cause analysis
- Contribute to knowledge base improvements and process enhancements
- Advocate for customers to ensure a seamless support experience
Requirements
- 2+ years’ experience in a product or software support environment
- Experience handling support cases via phone, email, and ticketing systems
- Strong troubleshooting capability across applications, databases, and data flows
- Basic SQL knowledge and understanding of database design or data integration
- Proficiency with Microsoft applications and general business software tools
- Excellent written and verbal communication skills
- Highly organized with strong case ownership discipline
- Experience working remotely in a global organization preferred
- Financial, Accounting, or ERP knowledge advantageous
- Customer-first mindset with strong problem-solving curiosity
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Work From Home
- Wellness Resources
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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