Our Client 

Our client is a global leader in Customer Experience Management (CXM) and business process automation. They provide enterprise-scale SaaS solutions that help organizations transform how they communicate with their customers. With a presence in over 90 countries, they are renowned for their "Inspire" product suite, which streamlines complex digital and physical communications into a seamless experience.

Role Summary The L1 Technical Support Analyst is a critical front-line role focused on ensuring customer success through exceptional technical triage and problem resolution. You will be responsible for the end-to-end management of support tickets—from initial assessment and prioritization to basic troubleshooting and escalation. This role is a "growth-path" position, requiring a commitment to becoming a certified expert in the company’s flagship communication products within your first six months.

Key Responsibilities

• Ticket Lifecycle Management: Take full ownership of incoming tickets, ensuring strict adherence to SLAs, proper prioritization, and professional first-response communication.
• Triage & Investigation: Collect system data and investigate incidents to determine if a resolution can be provided at L1 or if escalation to L2/Senior Engineers is required.
• System Monitoring: Proactively manage and respond to monitoring alerts to ensure system stability.
• Knowledge Contribution: Author internal Knowledge Base articles and stay current with global compliance and product certifications (Inspire suite).
• Collaboration: Mentor junior team members and participate in process improvement initiatives to enhance the overall support workflow.

Requirements

1. Technical & Analytical Foundation

• Structured Troubleshooting: Ability to diagnose software issues in a methodical, step-by-step manner.
• IT Ecosystems: Familiarity with enterprise software environments and IT Service Management (ITSM) tools/ticketing systems.
• Rapid Learning: Proven ability to master complex proprietary technologies and obtain technical certifications (Inspire) within a 6-month window.

2. Communication & Customer Excellence

• Bilingual Proficiency: Professional-level written and verbal English is mandatory for global client interaction and web-screen sessions.
• Documentation: Ability to translate technical findings into clear, concise internal reports and customer-facing instructions.
• Ownership Mentality: A "customer-first" approach with the resilience to manage urgent, high-priority incidents.

3. Education & Experience

• Degree: Bachelor’s degree in IT, Computer Science, or a related technical field.
• Experience: Previous experience in a Technical Support, Helpdesk, or Service Desk environment.

Work Conditions

• Hybrid Model: A blend of office-based and remote work.
• Shift Flexibility: Supports global customers; requires evening, night shift rotations, and weekend coverage as per the roster.
• Full Time Employment contract, not open for second job seekers

Hiring process

• Screening with Talent Partner
• 2 Technical Interviews
• Offer