テクニカルサポートアナリスト/ Technical Support Analyst

A global technology company is looking for a Technical Support Analyst. The selected candidate will provide technical support to customers, resolve software issues, manage case workflows, support hosted environments, and collaborate with internal teams to ensure excellent customer service.

Responsibilities:

• Investigate, research, and resolve customer issues in a timely manner while maintaining communication on status, roadblocks, and timelines
• Respond to customer queries by identifying root causes, recommending corrective actions, and guiding customers through issue resolution
• Follow up with customers to ensure implemented solutions meet expectations and recommend further actions where necessary
• Perform triage activities by reviewing new cases, validating documentation, assigning cases, and updating case statuses
• Identify root causes of recurring customer issues and recommend preventive solutions
• Respond to monitoring alerts from customer environments
• Perform daily application administration for hosted and remote-administration customers
• Manage assigned cases within established SLA response times
• Create knowledge base articles related to technical support topics
• Coordinate with internal departments to resolve urgent, critical, and complex issues
• Participate in on-call duty rotations and after-hours environment maintenance

Requirements:

• Diploma or above
• More than 3 years of experience in technical support for external customers on software solutions, ideally within a SaaS environment
• Experience supporting Enterprise Resource Planning (ERP) systems and supply chain applications
• Knowledge of case tracking applications
• Solid knowledge of Windows environments, ERP business software, and web-based applications
• Strong research skills
• Knowledge of relational databases and query writing
• Experience in manufacturing, production planning, inventory management, or demand management in a support or planning role
• Ability to fulfil security and confidentiality requirements, including SOC2 and CGRP standards

Preferred requirements:

• Experience in a SaaS environment
• Working knowledge of relational databases and query writing
• Experience in manufacturing, production planning, inventory management, or demand management in a support or planning role

About the Company:

This company operates in the technology sector, delivering software solutions that support business operations and customer success. It serves global customers with a strong focus on technical excellence and high-quality support services.

Keywords:

テクニカルサポート, ソフトウェアサポート, システムサポート, データベース, サプライチェーン, インシデント管理, カスタマーサポート, 求人, 外資系

Job Ref: ZEBBN1