Support Analyst

Sana Commerce; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A global technology firm in Dubai is seeking a Support Analyst to act as the first contact for customers. The ideal candidate will have at least 5 years of experience in a technical customer service role and a Bachelor's degree, demonstrating strong customer service mentality and organizational skills. This position involves managing support tickets, analyzing issues, and collaborating across teams. Fluency in English is essential, with Dutch and/or German as a plus. Apply now to join a company that values growth and innovation!

Qualifications

• 5 years of experience in a technical customer service role in IT industry.
• Fluent in English; Dutch and/or German are a plus.
• Ability to resolve issues independently and effectively.

Responsibilities

• Acting as the first point of contact for customers and partners.
• Managing incoming tickets to ensure customer satisfaction.
• Collaborating with functional areas to address customers' needs.

Skills

Customer Service mentality

Organizational skills

Technical affinity

Communication skills

Education

Bachelor's degree or equivalent work experience

Tools

Excel

ECommerce software

HTML/XML knowledge

Job description

What youll be doing:

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

Qualifications :

What youll bring:

• At least a bachelors degree or equivalent work experience.
• 5 years of experience in a technical customer service role across IT industry/ complex product.
• 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.
• 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.
• Technical affinity. You are comfortable using Excel learning new software and can understand HTML or XML. Experience working with ECommerce software and/or ERPs isa plus.
• Communicationskills. 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:

So what does it mean to be a part of the Sana Commerce team

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

• Champions of Our League. We deliver lasting success balancing quick wins and longterm 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.
• Supercharge Our Customers. Were 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.
• 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.
• Bold Together. We dare to be bold because we have each others 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 boxesplease 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.

Remote Work :

No

Employment Type :

Fulltime