Support Analyst Tier 1

If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better. We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency. What a day in the life looks like Provide comprehensive support through both phone and ticketing system. Gather initial information to understand and troubleshoot software-related issues. Document all relevant information accurately in the ticketing system. Assess and triage support cases, routing them to the appropriate internal teams. Maintain clear and concise communication with customers and internal teams. Meet defined SLAs for first response and resolution of support cases. Collaborate effectively with internal teams, external partners, and third-party vendors. Escalate tickets to appropriate teams or levels of support when necessary. Maintain a low percentage of cases escalated due to case hygiene or failure to meet SLA. Handle critical responses and escalate cases based on severity. Maintain a low call unanswered rate to ensure customer phone calls are promptly being addressed. Resolve issues based on defined runbooks, policies, and procedures. Curate various types of documentation utilized to expand the footprint of the Tier 1 service. Utilize active listening, empathy, and other e