Customer Operations & Support Analyst

About BigHand BigHand offers technology solutions for busy legal professionals that provide data and insights to increase value and profits. Through our expert knowledge and innovative technology, we enable our customers to achieve enhanced efficiency, better decision-making and harness their competitive edge. We build with tomorrow in mind, transforming ideas into action and empowering our customers to succeed in a world of constant change. We make big happen for our customers. In Lebanon, we partner with Digitus Consultants who enable us secure top talent across Lebanon. Joining the BigHand team via Digitus will mean joining a values-driven business, we have these at the centre of everything we do. Our BigHand ers are dedicated to building a culture where We Win Together, We Love to Learn, We Do the Right Thing, We Own It and We Find the Fun. About the role The primary duty of the Customer Support Analyst is to be the first point of contact for all support related customer enquiries, requests and incidents, raised via BigHand ’s approved support channels. The Customer Support Analyst will ensure process adherence and drive client incidents towards a resolution according to established incident management processes, escalating incidents where needed to the appropriate Product Specialists and Customer Success. This role will be covering NA hours so a requirement will be to work between those hours 08:00- 18:00 CDT Covering predominately technical and configuration incidents, spanning across multiple underlying technologies, the Customer Support Analyst will adhere to case management and ITSM best practices, liaising with Clients, Product Specialists, Development and Account Management, to build and improve customer experience and product adoption. What you’ll do Provide first level support for all incidents & Requests, following documented case management processes. Triage client related issues, working closely to diagnose and resolve incidents by following availabl