Senior IT Support Analyst: Own the Customer Experience

Sana Commerce; Dubai; On-site; AED 120,000 - 150,000; Full time

Job summary

A leading commerce solutions company in Dubai is seeking a Support Analyst who will be the first point of contact for customers and partners. The ideal candidate will have at least 5 years of experience in technical support, a customer-first mindset, and strong communication skills. Responsibilities include managing support tickets to ensure high satisfaction and coordinating resolution efforts with internal teams. This full-time role requires technical affinity, proficiency in English, and prefers knowledge of Dutch or German.

Qualifications

• 5 years of experience in a technical customer support role, preferably in the IT industry.
• You are comfortable using software and can understand HTML or XML.
• Fluent in English, with knowledge of Dutch and/or German as a plus.

Responsibilities

• Act as the first point of contact for customers and partners.
• Manage incoming tickets within SLA to ensure high customer satisfaction.
• Coordinate with internal teams to resolve issues effectively.

Skills

Customer-first mindset

Strong coordination and follow-up skills

Technical affinity

Excellent communication skills

Education

At least a bachelor's degree or equivalent work experience

Tools

Excel

E-Commerce software

Job description

A leading commerce solutions company in Dubai is seeking a Support Analyst who will be the first point of contact for customers and partners. The ideal candidate will have at least 5 years of experience in technical support, a customer-first mindset, and strong communication skills. Responsibilities include managing support tickets to ensure high satisfaction and coordinating resolution efforts with internal teams. This full-time role requires technical affinity, proficiency in English, and prefers knowledge of Dutch or German.