Junior Analyst in Customer Experience at Topaz handling operational tasks and supporting cybersecurity solutions while ensuring data security and customer satisfaction.
About the role
- Technical Support Analyst helping VIP users with IT support and critical incident resolution. Focused on microinformatics, network troubleshooting, and ensuring service excellence.
Responsibilities
- Provide technical support for end-user computing and Field Services, focusing on VIP users and ensuring excellent service, professional conduct, and efficient resolution of critical incidents.
- Perform on-site and remote technical support for end-user computing (desktops, laptops, peripherals, printers, mobile devices).
- Provide basic to intermediate network support (connectivity, network access, initial troubleshooting).
- Serve VIP users directly, requiring clear communication, appropriate demeanor, and a high level of responsibility.
- Communicate proactively with users, vendors, and internal teams (phone, in-person, and support systems).
- Manage and prioritize critical tickets, ensuring SLA compliance and high-quality service.
- Act in crisis situations with rapid analysis, decision-making, and assertive communication.
- Track and manage IT assets (delivery, retrieval, replacements, and basic inventory).
- Coordinate and engage vendors and third-party providers when necessary.
- Handle and follow up on ticket backlog to ensure operational flow.
- Contribute to the creation, review, and execution of operational procedures and support processes.
- Operate in accordance with client and company-defined quality standards and service best practices.
- Support continuous improvement of support processes and user experience.
Requirements
- Minimum of 3 years of Field Services experience.
- Experience supporting VIP users.
- Intermediate knowledge of support processes and ITSM.
- ITIL certification.
- Experience in crisis management.
- Completed or in-progress degree in Systems Analysis, Computer Science, Data Processing, Information Systems, Informatics, Computer Engineering, or other Information Technology–related fields.
Benefits
- Health insurance.
- Dental insurance.
- Life insurance: provided to the employee at no cost, including funeral assistance and a birth/baby package, according to the insurer's specific rules.
- Meal allowance or food voucher.
- Transportation voucher: provided for the commute between home and work; 6% of the salary will be deducted monthly, limited to the benefit amount (optional).
- Birthday day off: the employee is granted a day off for their birthday, to be used on the birthday date and/or within the birth month.
- Partnerships and discounts (educational institutions, gyms, language schools, etc.).
- Workplace exercise/stretching sessions (occupational gymnastics).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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