Technical Support Analyst
Core
Provide top-notch technical support and resolve complex client incidents for the Unity Construct by e-Builder SaaS product to ensure high customer satisfaction.
Role type
Senior Technical Support Analyst (SaaS)
Builds
Unity Construct by e-Builder software platform
Domain
Construction technology / SaaS
Deliverable
client delivery
Required skills
root cause analysis, incident analysis, cross-organizational collaboration, SQL, XML, HTML, scripting, Windows troubleshooting, network troubleshooting, web browser troubleshooting, CRM case tracking, bug writing
Preferred skills
report development, software log review
Technologies
Jira, Confluence, Salesforce
Responsibilities
Champion customer satisfaction by providing top-notch support and maintaining high NPS standards; Spearhead preliminary incident analysis to evaluate impact, severity, and risk; Collaborate cross-organizationally to ensure prompt solutions and minimize case resolution times; Communicate complex technical insights clearly to both technical and non-technical stakeholders.
Seniority
Mid-Senior, hands-on IC
