Online Technical Support Senior Analyst

About the role

Customer Operations team delivers exceptional technical support for a global user base. The Senior Analyst resolves platform access and technical issues, collaborates with cross‑functional teams, and contributes to process improvements. Remote‑first role based in India with a hybrid work arrangement, offering flexibility and work‑life balance.

What you’ll do

• Provide technical support via multiple channels to internal and external customers worldwide
• Investigate and resolve platform access issues using structured troubleshooting
• Manage support tickets within SLA targets and document resolutions
• Collaborate with global support and cross‑functional stakeholders on complex issues
• Follow support procedures and gather diagnostic information
• Document processes and enhance knowledge‑base articles
• Identify and recommend operational improvements
• Mentor colleagues and share expertise

What you’ll bring

• Bachelor's degree in a relevant field
• 2–4 years technical support or customer service experience
• Strong analytical and problem‑solving skills
• Excellent written and verbal communication
• Proficiency with Microsoft Office
• Ability to prioritize tasks and meet deadlines
• Independent judgment and collaboration in global teams

Skills

Benefits

• Hybrid work arrangement offering flexibility
• Opportunities to work with international teams and global customers
• Continuous learning and professional development
• Collaborative, inclusive, and supportive work environment
• Exposure to global systems and cross‑functional projects

Education

Bachelor's degree