Technical Support Analyst - Remote Eligible
HICX
HICX Supplier Management Role
HICX is a leading worldwide provider of enterprise SaaS solutions for digital supplier management. HICX helps Global 5000 companies to organize and manage their supplier data.
The HICX Supplier Management platform enables businesses with thousands of suppliers to efficiently on-board and manage the end-to-end lifecycle of all suppliers, and to find, re-use and maintain supplier data and information across any spreadsheet, app or system. High quality supplier data is essential to digital transformation and the key to becoming customer of choice for all suppliers. Some of the world's largest companies, in a wide range of industries, trust HICX for the management of their supplier data; these include BAE Systems, Mondelez, Baker Hughes and EDF Energy.
Responsibilities
- Review, triage and respond to customer queries in a timely and accurate way, via the help desk tool or by email
- Identify customer needs and help customers use specific feature
- Assist Level 2 support on periodic status calls with our customer
- Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Document customer-specific processes
- Follow up with customers to ensure their technical issues are resolved
- Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends
- Gather customer feedback and share with our Customer Success, Engineering and Product Teams