We're in search of a Business Analyst who will act as a crucial link between our company and our customers. Your role will entail a combination of analytical thinking and exceptional customer service to assist clients in diagnosing and resolving technical issues. Additionally, you will have the opportunity to create and implement plans for improving customer support and utilizing insights from support issues to influence future product designs and business processes.
We're seeking a natural problem-solver who enjoys assisting others and can easily explain technical details. As the guardian of our customers' trust, you'll be responsible for providing them with prompt and accurate solutions to their technical issues. If this sounds like you, we'd love to meet you!
Responsibilities
- Provide the first level of support, work with and ask customers targeted questions to quickly understand and diagnose root cause of the issue, troubleshoot and/or escalate to the relevant teams.
- Research and identify solutions to common issues; document and maintain a knowledge base for Frequently Asked Questions so that end-users can look up solutions independently.
- Develop mitigating and/or preventive solutions to optimize efforts spent on customer support, including establishing problem solving guidelines, checklists, or other materials to improve response to recurring or routine user problems.
- Generate summary reports; analyse and present support trends and patterns to inform business needs or technical requirements.
Qualifications:
- Diploma or Bachelor’s degree in any field. Strong interest in working with computer applications and software.
- Strong critical thinking and problem-solving skills: even when you do not have the solution to the problem, you know how to get the solution; this includes the ability to know what questions to ask
- Exceptional interpersonal and communication skills: able to articulate effectively in writing and verbally
- A quick learner and displays high willingness to learn
- Attitude: possess determination and commitment to strive towards excellence in everything you do. No detective leaves a case unsolved.
- Able to work independently and as a team: able to support multiple requests concurrently, able to multi-task and stay organized in a fast-paced environment.
- Possess a keen interest to pursue a career in tech. Those without tech experience are welcome to apply, subject to certain job roles where some tech experience may be required.
