Global Support Analyst

hace 1 día

Heredia, Costa Rica Selligent Marketing Cloud A tiempo completo

Global Support - Analyst (Tier 2)_

About Cheetah Digital

DEDICATED TO MARKETERS. This is more than just a tagline to us - it embodies who we are and serves as our underlying philosophy for every decision we make as an organization. Cheetah Digital is the trusted partner to some of the best brands in the world. Our brand partners know that our dedication to them is also a reflection of our unrelenting commitment to product innovation, expert services and to help them drive exceptional results for their business.

About the Position

Cheetah Digital is looking for a
_Global Support Analyst_
- _to join our team.

As a Global Support Analyst, you are responsible to help answer client questions and perform advanced troubleshooting of platform issues by providing the second line of support for internal stakeholders and clients. You are responsible for managing queues of incoming service requests and ensuring cases are handled within established SLAs.

This position requires daily client contact through inbound calls, chat, and our web portal. Analysts will determine the nature of a client’s request and either resolve it appropriately or escalate the issue for further investigation.

About you

A list of job experience and qualification requirements is great, but what is most important to us is; attitude, aptitude, and a contagious client-focused approach. Everyone at Cheetah Digital shares a commitment to excellence and a desire to work in a comfortable, friendly atmosphere. Our Global Support team is no different, and we only hire people who have a passion for providing legendary client service, in a team environment, where a sense of humor is a must But to be successful in this role, we are also looking for someone who will excitedly step up to the following:
**Requirements**:

- 3-5 years of related support/service experience, ideally in the SaaS space
- Relevant Bachelor’s degree or equivalent combination of education and experience
- Ability to adapt to a changing environment and handle multiple priorities
- Excellent English skills - both written and verbal
- Passion for client experience and organizational success
- Able to communicate technical concepts to non/less-technical clients
- Tenacious commitment to finding the root cause of issues
- Strong technical aptitude to learn Cheetah Digital platforms and solutions
- Dependable, motivated, self-starter, with the ability to direct work efforts independently
- Obsessive attention to detail with a “get it done” attitude
- Responsibilities
- Answer “how do I ” type questions with best practices in mind
- Triage/Research/Troubleshoot platform issues submitted by client designated contacts
- Think on your feet and use our tools to “know” each client’s previous interactions with us
- Provide timely updates to clients and internal team members on cases
- Ensure cases of concern are identified, coded, and escalated appropriately
- Fully and clearly document all case details and troubleshooting steps in our CRM system
- Handle each client issue with the heart of a teacher and provide insanely comprehensive client experiences

Technical Skills
- Basic experience with support tools such as Splunk, New Relic, Kibana, SalesForce, Sentry One, Grafana, and AWS Cloud Watch or similar.
- Solid knowledge of web technologies/tools (HTML, XML, Web Services, API, relational data, etc.)
- Solid knowledge of Linux/Unix production environments, networking, and security concepts
- Solid knowledge of databases including SQL
- Solid knowledge of high-level computer languages (CSS / HTML / JS (Not essential) / JSON / XML)
- Solid understanding of browser debugging (XMLHttpRequests, analyzing page source, iFrame behavior, Meta tags, performance testing, etc)
- Solid understanding of cloud hosting platforms.

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