Technical Support Analyst | MSX

Yempo Solutions

4d

About The Position

The Technical Support Analyst provides Level 1 and Level 2 customer and technical support to supply chain customers of a provider of cloud-based B2B integration services. The role responds to customer inquiries through email, chat, and phone; troubleshoots software and technical issues; documents cases; and coordinates with internal teams to resolve complex or recurring problems. The position also contributes to support documentation, maintains product knowledge, follows up on unresolved cases, and works toward individual and team KPI targets. The role is described as a dayshift opportunity, with the choice to work from home or from the office.

Requirements

• Minimum 2 years of customer-facing support experience in a software or technology environment.
• Experience troubleshooting software issues across different platforms.
• Proficiency with help desk, CRM, and ticketing systems.
• Knowledge of electronic document standards, including EDIFACT, JSON, X12, XCBL XML, CSV, and XSLT.
• Understanding of B2B integration systems and processes.
• Experience with process adherence and continuous improvement.
• Comfort working remotely and collaborating with international stakeholders.

Responsibilities

• Provide Level 1 and Level 2 customer and technical support for supply chain customers.
• Respond to customer inquiries via email, chat, and phone.
• Communicate clearly and professionally to resolve issues.
• Troubleshoot technical problems, gather relevant information, and escalate complex cases when needed.
• Accurately document customer interactions and resolutions in the ticketing system.
• Work with internal teams to identify recurring issues and product improvements.
• Create and maintain knowledge base articles, FAQs, and support documentation.
• Follow up on unresolved cases and provide status updates to ensure customer satisfaction.
• Maintain product knowledge and stay informed about new features and releases.
• Meet individual and team KPI targets.
• Perform other duties as assigned.
• Comply with all Information Security Management System (ISMS) policies, procedures, standards, and guidelines.

Benefits

• Highly competitive salary, paid weekly.
• HMO enrollment on commencement.
• Additional HMO dependents added each year of service.
• 20 vacation days per year and 7 sick days.
• Annual performance bonuses and incentives.
• Annual salary reviews and increases.
• Free cooked rice, snacks, and hot drinks.
• Company polo shirts provided.
• Bright, cheerful open-plan work environment.
• Prestigious clients and professional, friendly co-workers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed