Technical Support Analyst
CurrentProduct Type: SAAS- Tier 1 and Tier 2 technical support via ticketing process (Freshdesk)- Technical and Non-technical Troubleshooting- Deep analysis of a company’s transactions/verifications to figure out reasons for failure/drop in success rate and possible improvementst- Using Excel’s formulas and Power BI to sort, filter, extract and organize data- Using Visual Basic Analysis (VBA) in Excel to create customized forms and processes- QA testing of the Identity Verification API in test and production environments, and working with developers to resolve bugs- Using Sentry to monitor minor and major issues- Writing scripts for Postman to help automate certain tasks- Bot development to provide automation in support and to improve the customer’s overall experience