Technical Support Analyst

We´re Hiring: Technical Support Analyst Our purpose is to make the products people use every day safer and better. Through myLIMS, Confience’s flagship product, we provide a leading Laboratory Information Management System (LIMS) designed for quality control, commercial laboratories, and water and wastewater testing.

Built on industry best practices, myLIMS simplifies laboratory operations, ensures product compliance, and supports continuous improvement for laboratories and organizations across a wide range of industries.

Key Responsibilities

• Handle low-complexity support tickets by reviewing and analyzing requests from internal and external customers through remote support, phone, chat, and ticketing systems.
• Monitor open tickets and follow up with customers until final resolution.
• Perform the necessary procedures to resolve issues, ensuring accurate ticket categorization and taxonomy.
• Collaborate with other teams to evaluate business needs and provide accurate, efficient support.
• Guide customers by providing relevant documentation and knowledge base articles related to the systems and services offered.
• Respond to basic technical questions and inquiries regarding services, products, customer relationships, warranties, and other related topics.
• Analyze error logs, scheduled jobs, and other system information to identify and troubleshoot issues.
• Follow the Technical Support team’s documented processes and procedures.
• Provide effective user support while minimizing unnecessary escalations to higher support levels.
• Perform other related duties as assigned by the immediate supervisor.

Requirements

• Previous experience in systems or technical support.
• Advanced English proficiency.
• Knowledge of operating systems.
• Ability to identify, troubleshoot, and resolve technical issues.
• Familiarity with remote support tools.
• Strong verbal and written communication skills.
• Ability to work collaboratively as part of a team.
• Bachelor’s degree in Information Technology or a related field.

Benefits Our main benefits include meal vouchers, food allowance, health insurance, dental insurance, profit-sharing (PLR), childcare assistance, Gympass, flexible working hours, and more.