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Functional Support Analyst

Remote
We are looking for a Functional Support Analyst to join our amazing tribe!

Description

As a Functional Support Analyst you will be responsible for supporting and helping existing and potential Software as a Service (SaaS) clients. The goal of the position is to make our clients happy by solving their software related issues and providing them with good quality service.

The role requires you to help software users by investigating and finding the answer to their questions. You will interact with English or Spanish speaking customers via a helpdesk system, live chat, email or by phone. Once you receive the request, you will be expected to understand the functional issue and investigate to provide them with the best answer. In some cases, you'll need to escalate the issue by redirecting the customer to the development team or other members of our company.

You will also collaborate in the creation and maintenance of the Knowledge Base and other informational and training resources aiming to enhance the users experience during pre-sales, onboarding, post-sales and other stages of the customers journey

Requirements 

  • At least 2 years of proven experience as a Functional Support Analyst, Customer Service or similar positions.

  • Speak, read and write in fluent English.

  • Excellent communication skills.

  • Willing to self learn and investigate. 

  • Passionate problem solver.

  • Comfortable using office & productivity software such as G Suite, MS Office, among others.

  • IT & Business affinity.

  • Availability to work on weekends.

  • Good empathy and tolerance skills.


Desirable

  • Knowledge about the tourism industry and/or food delivery.  

  • Technology enthusiast.  

Benefits