Technical Support Analyst

Responsibilities Deliver high-quality technical support to customers using Humata technology Ensure appropriate routing and triaging of customer tickets to ensure effective resolution per customer SLAs Follow and contribute to escalation procedures and standard operating protocols (SOPs) to maintain efficiency and consistency across support tiers Support the implementation of AI-driven support tools (e.g., chatbots, routing systems, predictive analytics) to reduce manual workload and improve customer experience Analyze customer support data to identify recurring issues, pain points, and opportunities for process or product enhancements, and communicate to leadership Resolve Tier 1 and Tier 2 tickets autonomously as much as possible Track the lifecycle of open tickets and engage in upward and cross-functional communication to hold assignees accountable to ticket resolution Contribute to a culture of data-driven decision-making, continuous learning, and customer focus across the support organization Requirements Bachelor's degree in Information Systems, Computer Science, or equivalent combination of education and experience. Minimum 3 years experience supporting B2B SaaS products Comfortability in JIRA or other similar ticketing systems Excellent oral and written communication skills Strong analytical thinker who thrives in a fast paced, start-up environment Hard Skills technical support data analysis AI-driven support tools predictive analytics B2B SaaS support ticket resolution escalation procedures standard operating protocols customer support data analysis autonomous ticket resolution Soft Skills communication skills analytical thinking customer focus data-driven decision-making continuous learning cross-functional communication problem-solving adaptability team collaboration time management #J-18808-Ljbffr