Online Technical Support - Senior Analyst

Provide technical support to internal and external customers worldwide through multiple communication channels, delivering timely, courteous, and effective assistance.

Investigate and resolve platform access issues by analyzing system behavior, understanding platform integrations, and applying structured troubleshooting techniques.

Manage customer requests within established Service Level Agreements (SLAs), ensuring accurate documentation and timely resolution of support tickets.

Collaborate closely with global support teams and cross-functional stakeholders to resolve complex customer issues efficiently.

Follow established support procedures while gathering relevant information to diagnose and resolve technical problems effectively.

Contribute to continuous improvement initiatives by documenting processes, enhancing knowledge base articles, and supporting customer experience programs.

Identify opportunities to optimize operational processes and recommend scalable improvements for local and global implementation.

Support the development of team expertise by sharing knowledge, mentoring colleagues in specialized process areas, and continuously expanding your own technical skills.

Requirements

• Bachelor's degree or postgraduate qualification in a relevant field.

• 2–4 years of experience in technical support, customer service, operations, or a related role.

• Previous experience in backend technical support or quality analysis is an advantage but not mandatory.

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

• Excellent written and verbal communication skills with a customer-focused approach.

• Demonstrated ability to troubleshoot technical issues and quickly learn new platforms and business systems.

• High level of proficiency with Microsoft Office applications.

• Strong organizational and time management skills with the ability to prioritize multiple tasks and meet deadlines.

• Ability to work independently, use sound judgment, and collaborate effectively within global teams.

• Commitment to continuous learning, process improvement, and delivering high-quality customer service.

Benefits

• Hybrid work arrangement offering flexibility and work-life balance.

• Opportunity to work with international teams and support customers across global markets.

• Continuous learning and professional development opportunities.

• Collaborative, inclusive, and supportive work environment.

• Exposure to global systems, technologies, and cross-functional projects.

• Opportunities to contribute to process optimization and organizational improvement initiatives.

• Inclusive workplace that values diversity, equity, and professional growth.