Technical Support Analyst

Reporting to the Technical Support Team Lead

The Technical Support Analyst will be accountable for Incident, Change, Problem & Release management, providing technical analysis to Cargo related products, establish customer relationship and engage with them regularly.

Responsibilities

• Provide first level support through the effective management of all incoming customer tickets and queries. This includes, but is not limited to:
  • Gather all pertinent information from customers to ensure a full understanding of the query and/or issue raised
  • Provide in-depth analysis including testing, resolution where applicable & updating the customers timely
  • Manage all incoming calls and emails
  • Screen, categorize and prioritize the support mailbox for dispatching and coordinating with 2nd and 3rd level support within SLAs using ITSM software tools
  • Track all calls and their status
  • Escalate and/or redirect quer...