Backup Analyst- Technical Support

Join our customer-facing Technical Support team as aBackup Analyst Support, where you will be the first point of contact for users requiring assistance with our products. This role is ideal for professionals with experience in phone, chat, or email-based support, particularly in IT or SaaS environments. You'll troubleshoot technical issues, guide users through configuration steps, and ensure a smooth and effective user experience across our cloud backup and storage platforms.

What you will be doing:

Customer Support & Troubleshooting

• Provide real-time technical support via chat, phone, and email, assisting users with installation, configuration, and usage issues.
• Use diagnostic tools and technical knowledge to identify, analyze, and resolve product-related problems.
• Address support queries related to cloud backup, storage, and networking fundamentals.

Issue resolution & documentation

• Collaborate with internal teams to escalate and resolve complex issues when necessary.
• Maintain clear and detailed records of customer interactions, reported issues, and solutions.
• Ensure all support interactions meet defined SLAs and contribute to high customer satisfaction.