Analyst, Customer Support
On-siteColombo, Western Province, Sri Lanka
Colombo, Western Province, Sri LankaOn-siteFull TimeMedium
Full TimeMedium
Job Summary
Answer general questions, troubleshoot system issues, and provide basic user training for software clients via phone and the ticketing platform. Conduct initial Level 1 troubleshooting, lead conference calls during resolution, and escalate with internal departments to address technical problems. Document all client and internal interactions within the tracking system while managing multiple priorities and delivering timely feedback. Follow established standard helpdesk procedures and maintain professional communication with colleagues and partners. Work a 24x5 schedule with weekend on-call rotation.
Required Qualifications
- 24x5 role with on-call during weekends
- Excellent verbal and written communication skills and proficiency in English
- Proven working experience in providing help desk support or other customer support role
- Previous experience in a similar capacity (software support)
- Use effective written and verbal communication with clients, colleagues, and partners
- Demonstrate strong active listening and follow-up skills
- Navigate through multiple systems without assistance
- Convey a professional and friendly approach while displaying honesty and integrity
Desired Qualifications
- A bachelor's degree in a software or technical field of study is strongly preferred
- Training in Computer Science and Engineering, Computer Applications, Management of Information Systems, or Information Technology is preferred
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