Technical Support Analyst Setúbal

Technical Support Analyst
Setúbal
Setúbal, Setubal, Portugal

We are looking to recruit a Technical Support Analyst.

Responsibilities

Gain a comprehensive understanding of
- deployed products, including their core operational functionality

Handle customer escalations from customer support to investigate and troubleshoot challenging product issues such as product interoperability with the customer operations

Communicate effectively with customer support to ensure that the proper analysis and investigation materials for the escalated issue are diligently compiled

Isolate issues and work with product teams on root cause analysis and resolution

Identify viable workarounds, if applicable, for
- priority issues affecting customer service

Identify root causes and implement urgent fixes for
- impacting product issues

Qualifications

3+ years of experience in a similar role

Solid SQL, shell scripting, and XML skills

Solid business analysis, database, and OS skills with good documentation skills

Ability to read, troubleshoot and debug code

Demonstrable technical
- solving and troubleshooting skills

Windows technology skills helpful but not required

BS or MS in Computer Science or equivalent work experience

Additional notes

5+ years of experience in a similar support role

Demonstrable analytical and technical
- solving and troubleshooting skills

2+ years of experience with SQL Server and Oracle within a Windows server environment on enterprise level applications

Working knowledge of designing, writing, and debugging SQL statements a MUST

Excellent understanding of database table structures

Command of the English language – verbal and written communication

Ability to prioritize and manage time efficiently

Notice problems from a systemic perspective

Recognizes when action needs to be taken and does so without direction knowledge of other billing platforms a plus

Contractual relationship:

Immediate availability to start

Fully remote