Support Analyst

  • Permanent
  • London
  • £27000 - £32000 per annum + Excellent benefits package USD / Year

Are you ready to step into an exciting opportunity with a global SaaS organisation? My client is looking for a Dedicated Support Analyst to join their fast-paced growing organisation!

Location – Fully Remote
Salary – £27,000 – £32,000
Start Date – ASAP

As part of the Customer Support team, you will be responsible for managing and maintaining the relationships with their customers after the implementation process.

You are the first point of contact for the customer and are proactive in finding workarounds to your customer’s issues and enhancement requests as well as following up internally on the resolution of these issues, defects or enhancement requests.

Primary activities include issue diagnosis, troubleshooting, and incident management. The Support Analyst will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction.

The Role:

  • Respond in a timely fashion to contact from customers, resellers, and professional service engineers, via phone, email and electronic incident submission.
  • Effectively interact with customers of all ability levels to understand the customers request and rapidly assess severity level.
  • Define, research, and resolve customer issues in a timely accurate manner, routing non-technical issues to appropriate personnel using approved business processes.
  • Provides timely updates to the customer, coworkers, and management on the status of outstanding issues.
  • Maintain status of issues in the call-tracking system and perform appropriate follow-up on escalated issues.
  • Conveys customer feedback to appropriate business areas such as Marketing, Product Management and Development.
  • Contribute, review and maintain knowledge base content on an ongoing basis.
  • Understand the customer’s configuration, context and practices

About you:

  • Bachelor’s degree in Computer Sciences (CS) or Management Information Systems (MIS) and/or 1-2 years of experience in a similar position
  • Minimum of 2 years experience working in a technical support environment
  • Minimum of 2 years in a customer service environment
  • Ability to take ownership of complex issues/assignments and follow through to completion
  • Demonstrates aptitude to prioritise and handle multiple issues simultaneously
  • Effective oral and written communication skills
  • Strong attention to detail and accuracy
  • Ability to work independently in a fast-paced technical environment
  • Team player

Competencies:

  • Microsoft Operating Systems
  • Microsoft Office Suite
  • Internet and networking technologies
  • Zendesk
  • Jira
  • Exposure to Project Management theory and/or practice (desirable but not essential)
  • Familiarity with System Development Life Cycle (desirable but not essential)

If you thrive in a fast-paced environment, possess exceptional customer service skills then we invite you to apply for this exciting opportunity. If you would also like to discuss this role in more detail, please contact the Pursuit Office on 01245 362 500.

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