Technical Support Analyst

TL;DR

Technical Support Analyst (Web Technologies): Manage, troubleshoot, and resolve complex software support issues for Objectif Lune products via phone, email, portals, and forums with an accent on technical expertise, customer service, and SLA compliance. Focus on replicating user issues, implementing solutions, providing activations, and sharing best practices.

Location: Remote (UK), must be available to support Europe customer base (GMT+1) including standby after hours and weekends.

Company

Leader in cloud-based tools for digital transformation.

What you will do

• Provide technical support across all levels via phone, email, portals, and forums while maintaining SLAs and KPIs.
• Process software activations and advise on optimal software and environment usage.
• Own and manage support cases through their full lifecycle, ensuring proper administration.
• Replicate issues, identify problems, propose and implement solutions, and document interventions.
• Maintain in-depth product knowledge, including new features and updates.
• Build relationships with key departments and deliver excellent customer service.

Requirements

• Excellent command of French and English (written and verbal).
• Strong knowledge of web technologies (HTML, CSS, PHP, jQuery, NodeJS).
• Experience with ticket management software (Zendesk, FreshDesk, Jira).
• Strong analytical and problem-solving skills, autonomy in troubleshooting.
• Knowledge of Windows Server OS, browser/server/network diagnostic tools, MS Office.
• Ability to handle multiple tasks, prioritize, summarize, and document effectively.

Nice to have

• 1+ year in technical software support or equivalent qualifications.
• Good knowledge of JavaScript, Node-Red, programming, WordPress.
• Understanding of networking, Windows OS, Microsoft Azure Cloud.
• Knowledge of document composition and workflow terminologies.

Culture & Benefits

• Remote-first operating model with flexible Monday-Friday schedule.
• Global culture of growth, collaboration, and proactive problem-solving.
• Passion for challenges and delivering customer value.