Senior IT Support Analyst

What you’ll be doing

• Acting as the first point of contact for our customers and partners;
• Proactively managing incoming tickets within SLA to ensure high customer satisfaction. You'll be prioritizing clear communication expectation management and timely follow-ups to ensure a smooth and supportive customer experience.
• Keeping customers informed at every step by proactively sharing updates and next steps even when the issue is still being investigated.
• Taking full ownership of the ticket lifecycle. Even if you can’t solve the issue yourself you'll coordinate with other internal teams to ensure it gets resolved.
• Analyzing markup language and application logs to aid the development team in eliminating product bugs;
• Collaborating across functional areas to address customers needs as their champion.

Qualifications

• At least a bachelor's degree or equivalent work experience.
• 5 yea...