Senior Technical Support Analyst

The Senior Technical Support Analyst (Sr. TSA) provides relevant and specialized complex Tier 2 support to Elixir’s customers on our products and custom solutions. Senior TSA is a specialist in at least one of the Elixir products’ workflows and/or generalized specialist of technologies like databases, cloud, print streams, workflows, custom script writing etc.  Senior TSA coordinates with other stakeholders like Licensing, Engineering, Deployment, Cloud, Sales, Customer Success, and Finance to provide a solution to customer issues if required. Senior TSA is the representative of the assigned customer account from the TS department and keeps track of all issues and queries related to a customer. Senior TSA acts as a trusted advisor for the customer with solid professional relations with the customer. Senior TSA understands customer workflows and provides support during upgrades, onboarding, and migrations. This position works on the customer generated cases and provides resolution. During peak seasons or depending on the situation, Senior TSA shares work with tier 1 support and diagnoses and troubleshoots product related queries and provides resolutions to the customers. This role works on multiple projects simultaneously and should be able to prioritize the competing customers’ requirements. A successful Senior TSA will be passionate, patient, empathetic and have excellent written and oral English communication, time management, and analytical skills. Should be willing to take a lead role and is motivated to take on additional responsibilities. 

 Essential Functions

Under general supervision of the Managing Director, Technical Support, the essential functions include:

• Provide timely resolution of customer-generated cases for Tier 1 and Tier 2 support. 
• Communicate with customers on the issues through email, calls and WebEx, and provide support and out-of-the-box solutions to customer needs. 
• Able to understand customer’s workflow, find gaps in the workflow, and suggest possible solutions. 
• Identify, troubleshoot, and resolve technical issues in the product or workflow. 
• Track all open issues via Elixir’s Service Cloud Systems, and ensure issues are resolved according to the customer’s Service Level Agreement (SLA).
• Monitor and escalate unresolved issues of customers to appropriate internal teams.
• Ensure customer satisfaction through prompt and accurate feedback with a swift resolution and follow-up to the customer.
• Always maintain professional and collaborative working relationships with customers and internal teams that contribute to retaining customers.
• Maintain any training or certification as required, including compliance, annual refresher, policy, or job-specific training.
• Embrace and sustain a work environment that supports Elixir’s core values: Community, Learning, Integrity, and Pioneering.

 Competencies

• Customer compassion and empathy
• Self-motivated, inquisitive and tech-savvy
• Self-disciplined, supportive, and able to delegate work
• Good verbal and written communication skills
• Analytical thinking, troubleshooting and problem-solving skills
• Attention to detail
• Strong business acumen
• Ability to maintain professionalism while working under pressure with competing priorities
• Ability to exercise judgment in the absence of defined procedures and practices to determine appropriate actions

Required education and experience

• Bachelor’s degree in computer science, IT, Software Engineering, Computer System Engineering, Telecommunication, or any other relevant engineering discipline
• 4-6 years of experience in technical support department in a multinational software company with multiple tier support systems in place