Customer Support Analyst
We are looking for a Customer Support Analyst with a blend of technical support and customer service skills.
Essential functions
- Provide day-to-day operational support for participating clients through email responses and proactive issue management.
- Maintain JIRA entries and ensure accurate tracking of tasks and incidents.
- Engage with 3rd parties for technical issue resolution where needed.
- Escalate issues to internal teams, such as Development or Infrastructure, and collaborate to resolve them.
- Participate in daily shift handovers and support the 24/7 rotation schedule for initial issue management.
- Analyze and monitor CSA Reporting Boards to ensure efficient operations.
- Assist in preparing monthly service reports and post-mortem reports for customers.
Qualifications
- Experience in technical support, DevOps, or QA engineering roles.
- Business conversational French language is a mandatory skill.
- Familiarity with Search Services (e.g., Kibana, OpenSearch) and Cloud Platforms (AWS, Azure).
- Proficiency with JIRA and Confluence for task management and documentation.
- Strong problem-solving skills and ability to manage incidents and escalate issues to relevant teams.
- Ability to work in a 24/7 rotational shift, including weekends and holidays.
- Strong communication skills to provide clear, concise email support and interact with internal teams and 3rd parties.
- Experience in preparing reports for service reviews and incident post-mortems.
Would be a plus
- Basic understanding of SAP Hybris is beneficial but not mandatory.
- Familiarity with monitoring tools such as New Relic and Dynatrace.
We offer
- Opportunity to work on bleeding-edge projects
- Flexible schedule
- Benefits package - medical insurance, sports
- Corporate social events
- Professional development opportunities
- Well-equipped office
About us
Grid Dynamics (NASDAQ: GDYN) is a leading provider of technology consulting, platform and product engineering, AI, and advanced analytics services. Fusing technical vision with business acumen, we solve the most pressing technical challenges and enable positive business outcomes for enterprise companies undergoing business transformation. A key differentiator for Grid Dynamics is our 8 years of experience and leadership in enterprise AI, supported by profound expertise and ongoing investment in data, analytics, cloud & DevOps, application modernization and customer experience. Founded in 2006, Grid Dynamics is headquartered in Silicon Valley with offices across the Americas, Europe, and India.
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Grid Dynamics is an equal opportunity employer. We are committed to creating an inclusive environment for all employees during their employment and for all candidates during the application process.
All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on, age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. All employment is decided on the basis of qualifications, merit, and business need.
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