Technical Support Analyst

Company Overview

(Not specified)

Job Summary

The Technical Support Analyst will provide essential support to customers by performing functional analysis of reported production issues, ensuring timely and effective resolutions. This role is key to maintaining high customer satisfaction levels and contributing to the overall efficiency of our internal teams.

Responsibilities

• Perform functional analysis of production issues reported by customers.
• Review and interpret functional specification documents to provide accurate solutions.
• Respond promptly and professionally to customer queries on technical and functional issues.
• Analyze production problems using standard troubleshooting tools.
• Interact effectively with customers and internal development teams to resolve issues.
• Build rapport with customers and gather detailed problem information.
• Maintain agreed issue analysis rates in line with customer standards.
• Propose and contribute to the development of new tools for faster incident resolution.

Qualifications

• Airline Domain Knowledge: Strong understanding of the airline industry; prior experience in the travel industry is a plus.
• Technical Proficiency: Proficiency in Microsoft Office tools (Excel, Outlook, Visio, PowerPoint, Word) and Confluence.
• Debugging Experience: Experience using debugging tools to analyze and resolve technical issues.
• Customer Focus: Strong customer focus with a collaborative approach to problem-solving.
• Communication Skills: Ability to understand and communicate technical information clearly.
• Documentation Skills: Skilled in creating customer-facing documentation.
• Written and Verbal Skills: Excellent writing and verbal communication skills, including technical writing.
• Interpersonal Skills: Strong interpersonal skills with confidence and patience in customer interactions.
• Organizational Skills: Ability to organize and prioritize multiple tasks to meet deadlines.

Preferred Skills

• Familiarity with ticketing systems or customer support software is a plus.
• Experience in a technical support role in a related industry.

Experience

• Prior experience in a technical support or customer service role is preferred but not specified.

Environment

• (Not specified)

Salary

• (Not specified)

Growth Opportunities

• (Not specified)

Benefits

• (Not specified)