Nakisa has developed top of the line solutions used by the Fortune 1000. Our clients trust that we will provide a solid solution and outstanding support therefore this role is essential for Nakisa to continue to exceed clients' expectation. As a Support Analyst at Nakisa, you will ensure optimal performance of the application and effective problem resolution. Calling on your understanding of web technologies and overall technical savviness, you will be an integral part of a team built on passion and excellence.

Responsibilities

• Respond to customer inquiries in a timely manner by following the established SLA (service level agreement).
• Analyse and troubleshoot issues in relation with the Nakisa solutions (application support).
• Manage the progress of a reported issue and provide resolution to the client.
• Communicate a feature request to the Product Team.
• Create and update knowledge base articles.
• Measure customer satisfaction and maintain a positive client relationship.
• Ensure the SLAs are followed and reprioritize issues when necessary.
• Escalate prioritized issues to Support Manager based on SLAs.

Qualifications

• Bachelor's degree in Computer Science or a related technical field.
• 3 or more years of customer support experience in the software industry.
• Excellent and effective communication skills in spoken and written English.
• Excellent interpersonal skills.
• Excellent troubleshooting skills.
• Self-motivated with a keen interest to learn new technology.
• Strong time management skills.

Technical Requirements

• Exposure to Web Server technologies such as Apache Tomcat, Microsoft IIS and SAP Netweaver.
• Exposure to Web Client technologies such as HTML, CSS, JavaScript, XML and XSLT.
• Exposure to Database Management Technologies such as Oracle, MS SQL and DB2.
• Operating systems: Windows, Linux          

 Assets

• Understanding of Web Technologies and ERP systems.
• Exposure to Docker, Elastic Search