Customer Operations & Support Analyst

About BigHand 

BigHand offers technology solutions for busy legal professionals that provide data and insights to increase value and profits. Through our expert knowledge and innovative technology, we enable our customers to achieve enhanced efficiency, better decision-making and harness their competitive edge.

We build with tomorrow in mind, transforming ideas into action and empowering our customers to succeed in a world of constant change. We make big happen for our customers.

In Lebanon, we partner with Digitus Consultants who enable us secure top talent across Lebanon. Joining the BigHand team via Digitus will mean joining a values-driven business, we have these at the centre of everything we do. Our BigHanders are dedicated to building a culture where We Win Together, We Love to Learn, We Do the Right Thing, We Own It and We Find the Fun.

About the role

The primary duty of the Customer Support Analyst is to be the first point of contact for all support related customer enquiries, requests and incidents, raised via BigHand’s approved support channels.

The Customer Support Analyst will ensure process adherence and drive client incidents towards a resolution according to established incident management processes, escalating incidents where needed to the appropriate Product Specialists and Customer Success.

This role will be covering NA hours so a requirement will be to work between those hours 08:00- 18:00 CDT Covering predominately technical and configuration incidents, spanning across multiple underlying technologies, the Customer Support Analyst will adhere to case management and ITSM best practices, liaising with Clients, Product Specialists, Development and Account Management, to build and improve customer experience and product adoption.

What you’ll do

• Provide first level support for all incidents & Requests, following documented case management processes.

• Triage client related issues, working closely to diagnose and resolve incidents by following available playbooks and knowledge articles.

• Carry out remote investigations focused on restoring and enabling product functionality.

• Manage the end-to-end case lifecycle, working with Product Specialists, Development and Account Management teams towards a suitable resolution.

• Ensure personal cases are handled and clients updated according to established SLAs. Monitor cases through dashboards to ensure correct process’s are followed.

• Troubleshoot product specific integration challenges, working with client IT specialists and BigHand SMEs to understand, document and address product shortcomings.

• Create or update documentation, guides or other tasks within the support area (e.g. internal or external technical knowledgebase, known problems, defects, resolutions and support website)
  

What we’re looking for

• Detail orientated and organised.

• Strong working knowledge of Microsoft Office applications (Word, PowerPoint and Excel)

• Strong working knowledge of Microsoft Windows OS

• Capable of hands on problem-solving, with the ability to generate ideas and solutions.

• Technology savvy, capable of understanding different platforms, applications, technologies and how these interconnect.

• Able to diagnose and troubleshoot issues methodically with a pro-active approach to finding the best solution.

• Ability to quickly assimilate new technology products.

• Have the organizational skills to manage workloads efficiently, independently and with full accountability.

• Has the ability to convey technical terms to a potentially non-technical audience.

• Self-motivated with the ability to work both independently and in a team.

• Strong documentation and record keeping skills.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Has a positive attitude to dealing with people, with strong listening and questioning skills.

• Has strong communication skills, well organised with a thorough approach, a keen attention to detail, enthusiastic, energetic, open and helpful, with a can-do attitude.
  

What we offer (via Digitus)

• 15 days holiday per year + 3 extra BigHand days off between Christmas & New Year every year

• Various wellbeing benefits including medical insurance, wellbeing leave, online wellbeing programs & webinars, access to online therapy and Employee Resource Groups (ERG)

• Company-wide Wellness day, for our teams all across the globe to switch off and spend the day doing something to nourish their mental health

• Opportunities to give back with company volunteer events and individual volunteer days

• Family benefits including enhanced maternity leave, paternity leave and marriage leave

• Career growth opportunities and study leave options

• Remote-working arrangement

• Growing business with a global presence, growing Lebanon team and a brand new Beirut office (for those who would prefer hybrid-working)!

Our DEI Commitment

We welcome the unique value and individuality that you can bring to BigHand. We are an equal opportunity employer and are dedicated to recruiting solely based on capability and potential regardless of race, gender, sexual orientation, gender identity or expression, age, educational background, national origin, religion, military status or physical ability. Our BigHanders are dedicated to advancing our culture of belonging by embracing differing viewpoints, opinions, thoughts, and ideas.

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