Technical Support Analyst

Farenexus Group is a Montreal-based technology and travel solutions company that empowers businesses with corporate booking solutions, contract management, process automation, customer profile & policy management and data-driven insights to transform into more efficient operations. We continue to reduce operational costs with our innovative digital products and services.

Hiring for:

Profile: Technical Support Analyst

Location - Work From Home

Flexible Shift

Qualifications:

• Strong understanding of customer support environments, preferably in SaaS or travel tech.
• 1-3 years of experience in technical support (voice and backend).
• Solid technical knowledge of XMLs, APIs, and basic programming/scripting languages.
• Familiarity with debugging tools, log analysis, and incident management systems.
• Strong problem-solving and analytical skills, especially in troubleshooting application or integration issues.
• Ability to multitask and prioritize tasks effectively in a high-pressure environment.
• Experience in client communication, reporting, and managing small teams or support shifts.

Requirements

• Strong understanding of customer support environments.
• Experience in voice and backend support.
• Technical knowledge of xmls and basic programming languages.
• Excellent communications and team player.
• experience in client handling, reporting and team managements.
• Strong debugging and troubleshooting skills.

Roles and Responsibilities:

• Provide first-level technical support to customers via calls, emails, and remote sessions.
• Identify, analyze, and resolve software, application, and system-related issues.
• Escalate unresolved issues to relevant internal teams with detailed analysis and logs.
• Monitor and respond to support tickets in a timely and efficient manner.
• Guide clients through problem-solving processes and deliver a high level of customer satisfaction.
• Conduct root cause analysis and provide permanent solutions to recurring issues.
• Prepare reports on common issues, trends, and performance metrics for management.
• Document troubleshooting steps, known errors, and standard procedures in the knowledge base.
• Support data validation and minor configuration tasks as required.