Technical Support Analyst

HICX is a leading worldwide provider of enterprise SaaS solutions for digital supplier management. Learn more about HICX. HICX helps Global 5000 companies to organize and manage their supplier data.

The HICX Supplier Management platform enables businesses with thousands of suppliers to efficiently on-board and manage the end-to-end lifecycle of all suppliers, and to find, re-use and maintain supplier data and information across any spreadsheet, app or system. High quality supplier data is essential to digital transformation and the key to becoming customer of choice for all suppliers. Some of the world’s largest companies, in a wide range of industries, trust HICX for the management of their supplier data; these include Unilever, Lenovo, Mars, Mondelez, Baker Hughes and EDF Energy.

ESSENTIAL RESPONSIBILITIES AND DUTIES:

• Review, triage and respond to customer queries in a timely and accurate way, via the help desk tool or by email
• Identify customer needs and help customers use specific feature
• Assist Level 2 support on periodic status calls with our customers
• Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users
• Document customer-specific processes
• Follow up with customers to ensure their technical issues are resolved
• Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends
• Gather customer feedback and share with our Customer Success, Engineering and Product Teams
• Must be based in Bucharest to undertake this position.
  
  

Requirements

• 5 years of experience in a Technical Support Specialist role, or business savvy and confident recent STEM graduate (BSc in Information Technology or relevant diploma is a plus)
• Work experience in the software industry
• Ability to quickly analyze and understand complex technical issues and break them down into smaller work packages
• Experience using help desk software (JIRA), documentation tools (Confluence), and other remote support tools
• Excellent communication and problem-solving skills
• Patience when handling tough cases is a must
• Multi-tasking abilities
• Applicants must be willing to work on a shifting schedule to support clients across different time zones.
• SQL or PostGres skills is a plus

Benefits

ROW (Rest of the world):

• Work from anywhere in Romania - we are a fully remote company.
• Flexible PTO - We offer 25 days of paid holiday per year + 3 Public Holidays.
• We celebrate special occasions with you - like your birthday! Additional PTO for all employees during their birthdays.
• Receive Competitive Pay - Our team makes sure to provide a highly competitive rate based on your skills and location.
• Work with a diverse, international team.

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HICX does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.