Technical Support - Customer Success

SafePaaS is looking for a brilliant Technical Support Analyst to play a key role to enhance our digital enterprise platform!

SafePaaS was founded on a simple idea - to safeguard commerce so businesses succeed, people prosper and communities flourish. Our digital enterprise platform helps organizations identify, remediate, monitor, and automate hidden risks in critical-business applications. Our goal is to provide a platform that allows you to leverage the incredible capabilities of your ERP system and minimize the time you spend worrying about every person, every transaction, every posting and every process.

We are considered a leader in the risk management space and our team is growing rapidly. We've got a culture based on strong work ethics, clear, continuous communication and integrity.

Read on to find out why....

The role

Every person that works at SafePaaS brings something unique to the team, everyone has a unique opportunity to carry out meaningful work. The role of a Technical Support Analyst, is no less - you are at the heart of the organization.

Technical Support Analyst is specifically responsible for the 1st level support for SafePaaS application.

Duties & Responsibilities

• Be a technical expert, motivated by a desire to facilitate customers and be responsible for providing technical/voice support to Customers using SafePaaS application across North America, EMEA and Asia-Pacific.
• Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
• Providing remote support delivery and performing problem cause analysis
• Collaborating with fellow support colleagues and other internal organizations to provide superior customer service
• Responsible for the entry, tracking and management of all incoming customer tickets in SafePaaS  Support Ticketing tool, Jira.
• Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
• Anticipating customer needs and effectively addressing concerns related to their issue or resolution
• Providing direct technical assistance to customers via web conference email and tickets
• Assist in setting up customers and configuring access.
• Ensure familiarity with new releases as they become available

·       Be familiar with and adhere to the latest configuration, installation, training and support standards and procedures

·       Liaise with subject matter experts on client requests for enhancements and development

·       Work with the customers to ensure that contractual service expectations are exceeded

·       Perform other duties as requested or as deemed appropriate

Knowledge, Skills & Abilities Essential

• Relevant work experience of at least 3 Years in IT Support- Experience in Enterprise Application Support/Technical Support with direct customer contact experience

•  ERP Knowledge would be desirable

• Experience in Microsoft suite of products in particular, Outlook, Excel, Word, Project and PowerPoint
• Previous experience working with an automated support management and tracking tool in a support environment

Other Requirements

• Minimum Graduation degree - Graduate in Technical stream or Graduate in any field with relevant IT Certifications

• Strong desire to provide high-quality customer service
• Excellent written and verbal communication skills in English
• Excellent problem-solving skills
• Ability to effectively manage multiple tasks
• Strong organizational skills
• Team player who demonstrates positive, constructive interpersonal skills
• Adhere to company standards, policy and procedure