Technical Support Analyst

About the Role

The Technical Support Analyst is customer facing and dedicated to providing product services and support for our global user base, partner network, and internal staff. You will provide application expertise and assistance in post-sales engagements to drive new and renewing business for all users, focusing on delivering customer expected outcomes following an effortless experience methodology. You will organize, direct, and coordinate all aspects of the service engagements for customers, with a strong focus on technical product services and understanding the business value and positioning of IDVerse solution. You will also act as an escalation point for customer service-related requests and assist with driving continuous improvement in our customer support processes.

Responsibilities

• Handle incoming traffic via supported channels, when necessary, to ensure SLA alignment.
• Serve as the primary point of contact for escalated customer inquiries.
• Collaborate with cross-functional teams to address customer needs and provide timely solutions.
• Own and trouble-shooting new / unknown product issues with a focus on restoring systems to normal service and documenting solutions and updating training materials for the wider audience.
• Technical / Functional Article and FAQ creation, reviews, and modifications.
• Assist with Administration for all internal resources. I.e., Ticketing system and Internal Systems where necessary.
• Assist with support metrics and trends to identify areas for improvement and provide insights to the management team and the Services team in driving client retention and growth.
• Generate PIR / RCA documents with a focus on future proofing and system monitoring.

Other Duties

Requirement

Company Culture Attributes :

Your recruiter will advise you on the full benefits package for your location

We encourage individuals of all backgrounds, including but not limited to those from underrepresented groups, people living with disabilities, career changers, and candidates with non-traditional education or experience—to apply. If you require accommodations during the recruitment process, please let us know; we are committed to providing the support you need to succeed.

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