QASTCO is seeking a talented and driven Business Support Analyst to join our dynamic team. The successful candidate will play a pivotal role in providing technical and operational support to our business-to-business (B2B) clients. You will bridge the gap between clients and technical teams, ensuring smooth operations, addressing technical challenges, and contributing to the successful delivery of our innovative IT and IoT solutions. This role is perfect for someone who thrives in a fast-paced environment and is passionate about delivering exceptional support and fostering strong client relationships.
Key Duties and Responsibilities:
Client Support and Relationship Management:
* Provide first-line technical support to B2B clients, resolving issues promptly and professionally.
* Develop a deep understanding of client business needs to ensure our solutions meet their requirements.
* Communicate effectively with clients, offering guidance and ensuring satisfaction with delivered services.
* Technical Troubleshooting and Resolution:
* Diagnose and resolve technical issues related to IT systems, IoT integrations, and Software platforms.
* Collaborate with internal teams to resolve complex technical challenges and ensure seamless operations for clients.
Business Analysis:
* Gather and document client requirements for system customizations and enhancements.
* Identify opportunities for process improvements within client operations, recommending appropriate solutions.
* Liaise with development teams to translate client needs into technical deliverables.
Documentation and Reporting:
* Maintain accurate records of client interactions, technical resolutions, and system configurations.
* Generate regular reports to provide insights into client system performance and technical support metrics.
Training and Client Enablement:
* Conduct training sessions to enable clients to utilize our IT and IoT solutions effectively.
* Create user guides, FAQs, and other support materials for client reference.
Required Experience and Qualifications
Education:
A bachelor’s degree in Business Administration, Information Technology, Computer Science, or a related field.
Experience:
* At least 2-5 years of experience in a business support, technical support, or business analysis role.
* Proven experience providing technical assistance to B2B clients.
Technical Skills:
* Familiarity with IT systems, IoT devices, and Software platforms.
* Strong analytical skills to troubleshoot and resolve technical issues.
* Proficiency in tools such as CRM systems, project management software, and data reporting platforms.
Soft Skills:
* Excellent communication and interpersonal skills to build strong client relationships.
* Ability to work collaboratively with cross-functional teams and manage multiple tasks effectively.
* Strong problem-solving skills and attention to detail.
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