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.

It all started in 2007, with a pizza and a plan. 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 & 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 & APAC market, which gives you a lot of responsibility to maintain relationships. In this role, you will grow along as our company is growing!

Who we are:

• Champions of Our League. "We deliver lasting success, balancing quick wins and long-term value."

We take pride in our unique product and extensive B2B knowledge and continuously strive to improve. No matter our role, we bring value every day, helping our customers and partners succeed.
• Supercharge Our Customers. "We’re revolutionizing B2B commerce together, helping our customers to lead and succeed."

Our customers are at the heart of everything we do. We go beyond solutions, providing the tools and support they need to grow.
• Determined to Grow. "We embrace challenges, growing and raising the bar for ourselves and our industry."

We take on challenges, seek feedback, and keep learning. Every setback is a chance to improve and move forward.
• Bold Together. "We dare to be bold because we have each other’s back."

We collaborate across teams and time zones, challenge the status quo, and support each other to achieve the best outcomes.

What you’ll be doing:

• Acting as the first point of contact for our customers & partners;
• Managing incoming tickets, of 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.

What you’ll bring:

• At least a bachelor's degree or equivalent work experience.
• 5+ years of experience in a technical customer service role across IT industry.
• Customer Service mentality. You thrive on helping customers. When issues arise, you see the potential to make something great out of it. You never back down and always strive to reach the best possible solution for your customers.
• Great organizational skills. The ability to balance your personal backlog against new work and special projects that will help grow your career. You have excellent 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.
• Communication skills. You speak and write fluently in English. You easily understand customer needs and know how to look for the ‘question behind the question’. • Dutch and/or German are a plus. 

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