Technical Support Analyst

Job Summary

Working remotely in a full-time capacity, the Tier 3 Technical Support Analyst will diagnose and resolve buyer and seller issues, collaborate with various teams, and provide exceptional customer service while managing escalated technical inquiries.

Key responsibilities

• Act as first-line technical support by researching and resolving customer issues
• Investigate escalated tickets and collaborate with technical teams to ensure proper resolutions
• Create and maintain knowledge base documentation to enhance operational efficiency

Required qualifications

• Minimum of 2 years of technical support experience, preferably in a SaaS or eCommerce environment
• Comprehensive experience with databases, SQL, and technical documentation
• Experience with ticketing, help desk, or incident management systems
• Proficiency in troubleshooting via email, live chat, and phone
• Strong analytical skills with the ability to document and communicate complex information effectively