Online Technical Support - Senior Analyst

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Online Technical Support - Senior Analyst based in India.**

Join a collaborative customer operations team dedicated to delivering exceptional technical support for a global user base. In this role, you'll resolve platform access and technical issues while ensuring an outstanding customer experience through efficient troubleshooting and clear communication. Working in a fast-paced environment, you'll collaborate with cross-functional teams, contribute to process improvements, and help optimize support operations. This opportunity is ideal for professionals who enjoy solving technical challenges, continuously expanding their expertise, and making a measurable impact on customer satisfaction. If you thrive in an analytical, customer-focused environment, this role offers excellent opportunities for professional growth.

### Accountabilities

• Provide technical support to internal and external customers worldwide through multiple communication channels, delivering timely, courteous, and effective assistance.
• Investigate and resolve platform access issues by analyzing system behavior, understanding platform integrations, and applying structured troubleshooting techniques.
• Manage customer requests within established Service Level Agreements (SLAs), ensuring accurate documentation and timely resolution of support tickets.
• Collaborate closely with global support teams and cross-functional stakeholders to resolve complex customer issues efficiently.
• Follow established support procedures while gathering relevant information to diagnose and resolve technical problems effectively.
• Contribute to continuous improvement initiatives by documenting processes, enhancing knowledge base articles, and supporting customer experience programs.
• Identify opportunities to optimize operational processes and recommend scalable improvements for local and global implementation.
• Support the development of team expertise by sharing knowledge, mentoring colleagues in specialized process areas, and continuously expanding your own technical skills.

## Requirements

• Bachelor's degree or postgraduate qualification in a relevant field.
• 2–4 years of experience in technical support, customer service, operations, or a related role.
• Previous experience in backend technical support or quality analysis is an advantage but not mandatory.
• Strong analytical, reasoning, and problem-solving skills with exceptional attention to detail.
• Excellent written and verbal communication skills with a customer-focused approach.
• Demonstrated ability to troubleshoot technical issues and quickly learn new platforms and business systems.
• High level of proficiency with Microsoft Office applications.
• Strong organizational and time management skills with the ability to prioritize multiple tasks and meet deadlines.
• Ability to work independently, use sound judgment, and collaborate effectively within global teams.
• Commitment to continuous learning, process improvement, and delivering high-quality customer service.

## Benefits

• Hybrid work arrangement offering flexibility and work-life balance.
• Opportunity to work with international teams and support customers across global markets.
• Continuous learning and professional development opportunities.
• Collaborative, inclusive, and supportive work environment.
• Exposure to global systems, technologies, and cross-functional projects.
• Opportunities to contribute to process optimization and organizational improvement initiatives.
• Inclusive workplace that values diversity, equity, and professional growth.