Support Analyst

Support Analyst - Hyderabad, India

Reveal is seeking a responsive, helpful, and communicative Support Analyst to join our team in Hyderabad, India. This key role involves being the initial point of contact for customers across Reveal's software suite. You will quickly assess support needs, perform essential triage to prepare tickets for senior team members, and ensure a positive customer experience.

Key Responsibilities:

• Deliver excellent customer experiences using AI-enabled chat technologies.
• Address customer inquiries promptly and resolve issues according to the Application Support Playbook.
• Triage support tickets by gathering necessary information, identifying issues, and documenting replication steps.
• Guide users on alternative workflows and configurations within Reveal's technologies to help them overcome application challenges.
• Escalate tickets to the appropriate teams to ensure Service Level Agreements (SLAs) are met.
• Contribute to the development of software documentation, knowledge base articles, and other client-facing materials.
• Collaborate with Support Engineers to continually enhance the Application Support Playbook.
• Exhibit flexibility to occasionally work weekends, as the role supports a 7-day operational schedule.

What We're Looking For:

• Exceptional written and verbal communication skills.
• An engaging personality with a strong sense of customer empathy and active listening abilities.
• Meticulous attention to detail.
• A proactive approach to documentation.
• A problem-solver with a commitment to task completion.
• A drive for excellence and continuous improvement.
• A collaborative and unselfish team player.
• The ability to learn and understand new technologies quickly.

Qualifications and Experience:

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• Familiarity with client-server architecture, modern programming languages, and SQL.
• 2 to 4 years of relevant professional experience.
• eDiscovery experience is highly advantageous.
• Experience with Azure/AWS is a plus.

Benefits and Perks:

• Comprehensive Medical Health Insurance for employees and their dependents.
• Paid holidays in accordance with company policy and national regulations.
• Pension contributions as mandated by applicable laws.
• A hybrid work schedule designed to foster work-life balance.
• A positive, collaborative work environment with significant opportunities for professional growth.

This position is ideal for individuals with a background in programming, a passion for acquiring new knowledge, and a desire to grow with a dynamic technology company. This is a permanent role.