Support Analyst

As a Support Analyst at Hawk, you'll be responsible for providing high-quality support to our customers through our ticketing system. Your duties will include assisting clients with rule configuration, user management, and integration troubleshooting. You'll also collaborate with internal teams to diagnose and resolve system errors and ensure clear communication throughout the process to keep customers informed.

To qualify for the Support Analyst position at Hawk, you need at least 3 years of experience in technical support or a customer-facing technical role. A Bachelor's degree in Computer Science, Information Technology, or a related field is essential, along with strong analytical skills and the ability to communicate complex concepts to both technical and non-technical audiences.

The Support Analyst role at Hawk is crucial for customer satisfaction as you'll be the primary point of contact for clients encountering challenges with our platform. By promptly addressing their concerns, providing clear solutions, and collaborating with different teams to resolve issues, you'll ensure that customers have a positive experience and receive the support they need.

At Hawk, Support Analysts utilize ticketing systems like Zendesk, Jira, and ServiceNow to manage customer inquiries efficiently. Additionally, you'll use monitoring tools to diagnose technical issues in our SaaS applications, making efficient problem-solving a key part of your role.

The work environment for a Support Analyst at Hawk is dynamic and collaborative. You'll participate in international video conferences, interacting with diverse teams across multiple time zones. It's a culture of mutual trust and support where you'll have opportunities to grow professionally while contributing to meaningful work in the fight against financial crime.

When answering this question, highlight your specific experience and the types of SaaS applications you have worked with. Discuss examples where you diagnosed problems, provided solutions, and interacted with customers to resolve their issues effectively.

Demonstrate your organizational skills by explaining how you assess the urgency and impact of each inquiry. Provide an example of a time when you successfully managed multiple priorities and ensured timely responses to customers.

Discuss your approach to simplifying technical language and using analogies or visual aids. Offer examples of successful communication with non-technical users and how it improved their understanding of the issue.

Share a specific example that highlights your collaboration skills, detailing the situation, the roles of different teams, and the successful outcome of effective teamwork in resolving a complex customer issue.

Be sure to mention the ticketing systems you've worked with, such as Zendesk or Jira, and describe how you've used these tools to enhance the customer support experience and resolve issues quickly.

Explain your knowledge of the concepts of anti-money laundering (AML) and the technology involved in fraud prevention. Discuss any relevant experiences or courses that informed your understanding of these critical areas in the financial industry.

Explain your approach to de-escalating situations with unhappy customers. Highlight your ability to listen empathetically, understand their concerns, and provide effective resolutions in a timely manner to restore their trust.

Provide a detailed account of a specific technical issue you encountered. Explain the steps you took to diagnose it, the solution you implemented, and the impact it had on the customer and your team.

Discuss the importance of strong communication skills and empathy. Emphasize how these qualities help build trust with customers, especially in technical support roles where clear explanations and understanding are vital.

Express your enthusiasm for Hawk's mission and technology. Highlight your alignment with the company's values and how your skills and experiences make you an ideal fit for the Support Analyst position.