Technical Support Analyst – Cybersecurity Solutions

About the role

We are looking for a highly motivated Technical Support Analyst to join our team. As a Technical Support Analyst, you will be responsible for providing technical support to our clients and ensuring that their technical issues are resolved in a timely and efficient manner.

Key responsibilities

• Respond to client inquiries and provide technical support via email, phone, and remote assistance tools.
• Analyze and troubleshoot technical issues related to our cybersecurity solutions and escalate complex issues to higher‑level support teams when necessary.
• Work with clients to resolve technical issues related to software, hardware, and network connectivity.
• Manage and maintain client service requests, ensuring that issues are resolved in a timely and efficient manner.
• Document all client interactions and resolutions in our ticketing system.
• Provide ongoing training and education to clients on our cybersecurity solutions.
• Continuously evaluate and improve the effectiveness of our technical support processes.

Required profile

• Strong analytical and problem‑solving skills.
• Excellent communication and customer service skills.
• Experience troubleshooting software, hardware, and network connectivity issues.
• Familiarity with cybersecurity solutions and best practices (a plus).
• Experience with ticketing systems and CRM software (a plus).

Required skills

• Ticketing systems
• CRM software