Customer Support Analyst – Educational System

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Techne

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

☁️ SaaS

Consulting • Healthcare • SaaS

Techne is a technology solutions provider that focuses on optimizing and automating processes for both public and private institutions. With a team of specialists, Techne offers innovative services that enhance performance and efficiency. Their expertise includes a low-code platform, Cronapp, which accelerates the development of complex web and mobile systems, and comprehensive management systems for education and public sector personnel. Techne's solutions empower millions of users and promote decision-making through simplicity and effectiveness.

📋 Description

• Ensure clear, continuous and transparent communication with clients regarding the progress of tickets. • Keep clients informed about the status, category, priority, SLA and next steps for each request. • Assess contractual scope of requests, identifying contract coverage, consumption of hours or need for commercial engagement. • Communicate classification and handling of each request to the client in advance. • Act as the link between clients and internal teams (Support, Product, Services, DevSecOps and Sales). • Ensure tickets are forwarded to responsible teams with full contextual information. • Track the progress of requests through to resolution. • Monitor KPIs such as SLA, CSAT, response time and portfolio performance. • Identify operational risks and propose process improvements based on data. • Support team development by sharing knowledge. • Contribute to the evolution of the knowledge base. • Propose improvements to automated triage and the customer service chatbot. • Support the creation and standardization of Support Center processes.

🎯 Requirements

• Bachelor's degree in Administration, Education, IT, Communications or related fields (postgraduate degree is a plus) • Experience in B2B support, Customer Success or relationship management within an educational technology environment (EdTech, SaaS, academic management software) • Proven experience resolving issues end-to-end • Ability to abstract and identify root causes • Negotiation skills across multiple internal teams without formal authority • Operational knowledge of academic processes • High-quality written and verbal communication, adaptable to customers, technical teams and leadership • Autonomy to make decisions within own scope • Experience with ticketing systems such as Zendesk, Freshdesk or similar • Experience monitoring support metrics (SLA, CSAT, response time) • Experience using Office 365 • Preferred: experience with Zendesk, Jira, NetSuite and Support Center • Preferred: knowledge of conversational AI tools and support automation • Preferred: ITIL Foundation certification • Preferred: experience improving support processes • Empathy and active listening • Excellent interpersonal communication • Consultative, customer-oriented communication • Analytical and critical thinking • Investigative and inquisitive mindset • Organization and attention to detail • Sense of priorities • Proactivity and ability to anticipate • Autonomy in decision-making • Maturity to handle complex situations • Cross-functional collaboration • Ability to mentor and share knowledge • Results orientation • Resilience when managing multiple demands • Commitment to continuous improvement • Alignment with company values: simplify people’s lives, innovate, connect people and teams, and lead by example

🏖️ Benefits

• Ongoing training to keep you ahead • Meal allowance / Meal voucher for your daily comfort • Comprehensive health insurance for your well-being • Day off during your birthday month • Wellhub - Gympass • Pluxe-Cuida: psychological, financial and legal support • SESC for leisure, culture and well-being • Extended paternity leave