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Junior Technical Support Analyst

HICXRemote
This job is no longer open

Description


HICX is a leading worldwide provider of enterprise SaaS solutions for digital supplier management. 

Learn more about HICX.


HICX helps Global 5000 companies to organize and manage their supplier data.The

HICX

Supplier Management platform enables businesses with thousands of suppliers to efficiently on-board and manage the end-to-end lifecycle of all suppliers, and to find, re-use and maintain supplier data and information across any spreadsheet, app or system. High quality supplier data is essential to digital transformation and the key to becoming customer of choice for all suppliers. Some of the world’s largest companies, in a wide range of industries, trust HICX for the management of their supplier data; these include BAE Systems, Mondelez, Baker Hughes and EDF Energy.

Responsibilities


  • Review, triage and respond to customer queries in a timely and accurate way, via the help desk tool or by email
  • Identify customer needs and help customers use specific features
  • Assist Level 2 support on periodic status calls with our customers
  • Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Document customer-specific processes
  • Follow up with customers to ensure their technical issues are resolved
  • Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends
  • Gather customer feedback and share with our Customer Success, Engineering and Product Teams

Requirements


  • 1-3 years of experience in a Technical Support Specialist role, or business savvy and confident recent STEM graduate (BSc in Information Technology or relevant diploma is a plus)

  • Work experience in the software industry
  • Ability to quickly analyze and understand complex technical issues and break them down into smaller work packages
  • Experience using help desk software (JIRA), documentation tools (Confluence), and other remote support tools
  • Excellent communication and problem-solving skills
  • Patience when handling tough cases is a must
  • Multi-tasking abilities
  • Applicants must be willing to work on a shifting schedule to support clients across different time zones.
  • SQL or PostGres skills is a plus

Benefits


ROW (Rest of the world):


·       Work from anywhere in [Specified Country] - we are a fully remote company.·       Flexible PTO - We offer 25 days of paid holiday per year + 3 Public Holidays.·       Connect and socialize with the team during our company socials and off-site events.·       We celebrate special occasions with you - like your birthday! Additional PTO for all employees during their birthdays.·       Receive Competitive Pay - Our team makes sure to provide a highly competitive rate based on your skills and location.·       Work with a diverse, international team.·       Tons of amazing career opportunities in a fast-growing in demand industry.

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HICX collects and processes personal data in accordance with applicable data protection laws. If you are a European Job Applicant see the privacy notice for further details.HICX does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

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Life at HICX

HICX helps the worldᅢᄁ¬ツᆲ¬トᄁs leading companies extract maximum value from their supplier relationships by turning the complexity of supplier management into a strategic advantage. Since launching the HICX platform in 2012, growth has been quick and the technology is now used to manage over 2,000,000 suppliers. HICX primarily works to improve supplier data, contract management and categories as well as increasing innovation, collaboration, alignment and agility. This results in decreased risks, costs, fewer duplications and improved time to action. Our mission is to revolutionise enterprise software, from the complicated, expensive and ugly monster it is to something economical, beautiful, easy to use, simple and powerful - starting first with tackling the management of complex supply chains and supplier relationship data management problems. We create unique and engaging user experiences for our customer's buyer and supplier community, built on top of an enterprise grade platform, with state-of-the-art workflows, data modelling, search capabilities, real-time analytics, scalable and secure architecture. All of which is fully and easily integrated with internal systems. HICX is headquartered in London, UK and has offices in Chicago and Dubai.
Thrive Here & What We Value* Work from anywhere within US* Flexible PTO (25 days + 10 holidays)* Connect and socialize during company events* Celebrate special occasions with additional PTO* Competitive Pay based on skills and location* Diverse, international team* Health insurance coverage* 401k plan with matching contributions* Career opportunities in a fast-growing industry
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