Technical Support Analyst

Position Overview

At Redmap, our Technical Support Technicians, play a transformational role in our business, ensuring our customers receive dedicated first-class support of our products and services. As a TSA 1 you will be responsible for providing first line technical guidance to ensure we support our customers and scale sustainably.

This role is the first tier of support providing timely and effective technical solutions to common product/software issues. You will provide answers to ‘how to’ questions and other inquiries related to the customers systems in relation to our product suite.

Key Responsibilities

Trouble Shooting & Ticket Management

• Respond to customer enquiries via phone, email and our ticketing system.
• Answer all incoming calls from the Support Hotline
• Provide 1st level technical support and trouble shooting across our entire product portfolio
• Update tickets accurately with all necessary information (including all ticket fields), documentation and resolution steps within defined SLA’s.
• Triage and escalate complex issues to Level 2 & 3 support as well as other Pending Points required
• Conduct root cause analysis of issues using appropriate tools, methodologies and knowledge bases.
• Assist in the initial setup and configuration of our software for clients

Reporting Requirements

• Monitoring Reports – review and action reports assigned by Customer Support Director
• Triage and escalate complex issues stemming from the reports

Stakeholder Management

• Act as the first point of contact for stakeholders, ensuring clear and professional communication.
• Provide timely updates on the status of issues, escalations and requests
• Gather feedback from stakeholders to improve support process and product offerings
• Collaborate with teams cross functionally to resolve customer escalations and provide customers with real time updates.

Documentation

• Maintain accurate records of stakeholder interactions and technical issues
• Document frequently raised issues and resolutions to improve knowledge base and support effectiveness

Requirements

• Diploma or degree in Information Technology or related field.
• Ideally 2+ years experience in a technical help desk or customer support role preferably within a SaaS organization, however less experience can be considered.
• Strong understanding of customer support principles, practices, and technologies.
• Strong problem-solving skills and attention to detail.
• Exceptional communication, interpersonal, and relationship-building skills across diverse teams, cultures and locations. 
• Strong time management capabilities and an innate ability to set priorities and flex to an ever changing environment.
• Able to communicate clearly across a variety of mediums to technical and non-technical audiences.
• A collaborative spirit and the drive to solve complex problems with a customer first centric mindset.