Online Technical Support - Analyst

The Online Technical Support - Analyst will be responsible for providing high-quality technical assistance, managing customer inquiries, and ensuring efficient resolution of platform-related issues. The role requires strong problem-solving abilities, attention to detail, and a customer-focused approach.

Provide professional and timely support to internal and external customers through appropriate communication channels.

Diagnose and resolve online access, platform functionality, and system-related issues.

Develop a strong understanding of internal systems, products, and processes to deliver effective solutions.

Follow established procedures to collect, analyze, and document customer information for ticket resolution.

Manage customer requests according to defined Service Level Agreements (SLAs), quality standards, and response timelines.

Collaborate with global teams to resolve issues and escalate complex cases when required.

Maintain clear communication with customers and internal stakeholders throughout the support process.

Identify opportunities for process improvements and contribute to continuous improvement initiatives.

Support the creation and maintenance of process documentation and knowledge base resources.

Contribute to customer experience initiatives and help improve overall service delivery.

Requirements

• The ideal candidate has experience in customer support, technical operations, or related fields, with strong analytical capabilities and a passion for delivering excellent service. This role requires someone who can manage multiple priorities, work independently, and collaborate effectively within a global team environment.

• Graduate or postgraduate degree in any discipline.

• 1–3 years of professional experience in customer support, technical support, operations, or a related field.

• Strong analytical, reasoning, and problem-solving skills with excellent attention to detail.

• Effective written and verbal communication skills.

• Strong customer service mindset with the ability to handle inquiries professionally.

• Ability to manage multiple priorities, meet deadlines, and perform effectively under pressure.

• Self-motivated approach with the ability to work independently and take initiative.

• Strong organizational and time management skills.

• Ability to collaborate effectively with cross-functional and geographically distributed teams.

• Proficiency in Microsoft Office applications.

• Experience with ticketing systems, customer service platforms, or knowledge management tools is an advantage.

• Previous experience in technical support, customer operations, or quality analyst roles is desirable.

Benefits

• Flexible and supportive working environment.

• Hybrid work arrangement with opportunities for workplace flexibility.

• Opportunity to work with international teams and support customers globally.

• Inclusive culture focused on diversity, collaboration, and belonging.

• Professional development opportunities to expand technical and customer service skills.

• Exposure to digital platforms, support operations, and continuous improvement initiatives.

• Supportive environment that encourages autonomy and personal growth.