Support Analyst - COL

At Sana Commerce we're committed to an inclusive environment and recognize that our diverse workforce is one of our greatest strengths.

Sana Commerce is an e-commerce platform designed to help manufacturers, distributors and wholesalers succeed by fostering lasting relationships with customers who depend on them. We’re a fast-growing SaaS company that allows you to take ownership of your career.

As a Technical Support Analyst, you are in daily contact with our customers and partners to give them a great experience. You work with big names in the B2B industry. You are the face of Sana Commerce in the EMEA and APAC market, which gives you a lot of responsibility to maintain relationships. In this role, you will grow along as our company is growing!

What you’ll be doing

• Acting as the first point of contact for our customers and partners;
• Managing incoming tickets for our e-commerce product within service levels to ensure customer satisfaction;
• Working to resolve high-complexity issues, questions, and requests from our customers self-sufficiently where possible;
• Analyzing markup language and application logs to aid the development team in eliminating product bugs;
• Collaborating across functional areas to address customers’ needs as their champion.

Qualifications

• At least a bachelor\'s degree or equivalent work experience.
• 5+ years of experience in a technical customer service role across the IT industry.
• Customer service mentality. You thrive on helping customers and strive to reach the best possible solution for your customers.
• Great organizational skills with attention to detail and time management.
• Technical affinity. You are comfortable learning new software and can understand markup language, XML, or similar.
• Experience working with e-commerce software and/or ERPs is a plus.
• Excellent communication skills in English. Dutch and/or German are a plus.