Customer 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 BigHanders 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

We’re expanding our support team to provide 24 / 7 service and are seeking a Customer Support Analyst to cover weekends and three weekday shifts.

Schedule :

• Monday to Wednesday : 4 : 00 AM – 12 : 00 PM or 12 : 00 PM – 8 : 00 PM (8-hour shifts)
• Thursday & Friday : Days Off

Saturday :

1 : 00 AM – 1 : 00 PM or 12 : 00 PM – 12 : 00 AM (12-hour shifts)

Sunday :

12 : 00 AM – 12 : 00 PM or 12 : 00 PM – 12 : 00 AM (12-hour shifts)

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.

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

What we’re looking for

What we offer (via Digitus)

Our DEI Commitment

We welcome the unique value and individuality that you can bring to BigHand. We are an equal opportunity employer and are dedicated to recruiting solely based on capability and potential regardless of race, gender, sexual orientation, gender identity or expression, age, educational background, national origin, religion, military status or physical ability. Our BigHanders are dedicated to advancing our culture of belonging by embracing differing viewpoints, opinions, thoughts, and ideas.

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