Support Analyst

Sana Commerce; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

An innovative SaaS company is on the lookout for a Support Analyst to enhance customer experiences in the B2B landscape. In this pivotal role, you will be the first point of contact for clients, managing inquiries and ensuring satisfaction. You will collaborate with various teams to address customer needs while analyzing technical issues to help improve products. This position offers the chance to grow alongside the company, with a focus on making a real impact in a dynamic environment. Join a forward-thinking team that values diversity and is dedicated to transforming B2B commerce.

Benefits

Work from Anywhere (up to 3 weeks/year)

Global Onboarding Program

Hybrid Working Model

Bi-Weekly Company Lunch

Qualifications

• 5+ years in technical customer service within IT/complex products.
• Strong customer service mentality and problem-solving skills.

Responsibilities

• Act as the first point of contact for customers & partners.
• Manage incoming tickets to ensure customer satisfaction.
• Analyze markup language and application logs for bug resolution.

Skills

Customer Service

Organizational Skills

Technical Affinity

Communication Skills

Problem Solving

Education

Bachelor's Degree or Equivalent Work Experience

Tools

Excel

E-Commerce Software

HTML

XML

Job description

At Sana Commerce, we’re committed to creating an inclusive environment because we know our diverse workforce is one of our greatest strengths.

What started in 2007 with a pizza and a plan has grown into a fast-moving SaaS company that helps manufacturers, distributors, and wholesalers thrive in B2B commerce complexity.

Our mission? To transform the way businesses buy and sell, so they can grow, build stronger relationships, and make the most of digital commerce. Join us and take ownership of your career in a dynamic, fast-moving environment.

As a Support Analyst, you are in daily contact with our customers & partners to give them a great experience. You work with big names in the B2B industry. You are the face of Sana Commerce in the EMEA & APAC market, which gives you a lot of responsibility to maintain relationships. In this role, you will grow along as our company is growing!

What you'll get:

1. The opportunity to make an impact at a fast-growing SaaS scale-up;
2. Up to 3 weeks “work from anywhere” per year;
3. A global and customized onboarding program (9,1/10 rated by previous hires);
4. A hybrid working model – 4 days from the office, 1 day from home;
5. Bi-Weekly company lunch on us (Wednesdays).

Job Description

What you’ll be doing:

1. Acting as the first point of contact for our customers & partners.
2. Managing incoming tickets within service levels to ensure customer satisfaction.
3. Working to resolve issues, questions, and requests self-sufficiently where possible.
4. Analysing markup language and application logs to aid the development team in eliminating product bugs.
5. Collaborating across functional areas to address customers’ needs as their champion.

Qualifications

What you’ll bring:

1. At least a bachelor's degree or equivalent work experience.
2. 5+ years of experience in a technical customer service role across IT industry/ complex product.
3. Customer Service mentality. You thrive on helping customers. When issues arise, you see the potential to make something great out of it. You never back down and always strive to reach the best possible solution for your customers.
4. Great organizational skills. The ability to balance your personal backlog against new work and special projects that will help grow your career. You have excellent attention to detail and time management.
5. Technical affinity. You are comfortable using Excel, learning new software, and can understand HTML or XML. Experience working with E-Commerce software and/or ERPs is a plus.
6. Communication skills. You speak and write fluently in English. Dutch and/or German are a plus. You easily understand customer needs and know how to look for the ‘question behind the question’.

Who we are:

At Sana Commerce, our values guide how we work, collaborate, and drive success.

1. Champions of Our League. "We deliver lasting success, balancing quick wins and long-term value."
   We take pride in our unique product and extensive B2B knowledge and continuously strive to improve. No matter our role, we bring value every day, helping our customers and partners succeed.
2. Supercharge Our Customers. "We’re revolutionizing B2B commerce together, helping our customers to lead and succeed."
   Our customers are at the heart of everything we do. We go beyond solutions, providing the tools and support they need to grow.
3. Determined to Grow. "We embrace challenges, growing and raising the bar for ourselves and our industry."
   We take on challenges, seek feedback, and keep learning. Every setback is a chance to improve and move forward.
4. Bold Together. "We dare to be bold because we have each other’s back."
   We collaborate across teams and time zones, challenge the status quo, and support each other to achieve the best outcomes.

Job descriptions can be tough to interpret. Even if you may not tick all the boxes, please explain your motivation for the role of Support Analyst. We strongly encourage you to apply if you still feel like you are a great match for this role. Apply now!

Additional Information

All your information will be kept confidential according to EEO guidelines.

About the company

Sana Commerce is an e-commerce platform designed to help manufacturers, distributors and wholesalers succeed by fostering lasting relationships with customers who depend on them.