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Technical Support Analyst
Description
Role Purpose
The Support Analyst is responsible for providing first-line technical and operational support across internal systems and partner-facing platforms. This role ensures that issues are triaged, investigated, documented, and resolved efficiently while maintaining a strong service-oriented mindset.
The Support Analyst acts as a bridge between end users and the development team, ensuring that problems are clearly articulated, reproducible, and resolved in a timely manner.
Core Responsibilities
Issue Triage & Resolution
- Monitor and respond to incoming support tickets.
- Troubleshoot system, data, and user-related issues.
- Reproduce reported bugs and document findings clearly.
- Resolve straightforward issues independently and escalate complex ones appropriately.
Communication
- Serve as a professional point of contact for internal teams and/or partners.
- Provide timely updates on ticket status and expected timelines.
- Translate technical explanations into clear, business-friendly language.
Testing & Validation
- Assist in testing new features and enhancements prior to release.
- Validate fixes and confirm issue resolution before closing tickets.
- Provide structured feedback to developers.
Documentation
- Maintain detailed ticket records and troubleshooting notes.
- Contribute to internal knowledge base documentation.
- Help identify recurring issues and recommend process improvements.
Qualifications
- 2–4 years of experience in technical support, operations support, or application support.
- Strong troubleshooting and analytical skills.
- Familiarity with ticketing systems (e.g., Freshdesk).
- Ability to work independently while knowing when to escalate.
- Clear written and verbal communication skills.
What Success Looks Like
- Tickets are handled promptly and accurately.
- Issues are well-documented and reproducible.
- Developers receive clear information to resolve bugs efficiently.
- Users feel informed and supported.