Customer Support Analyst / Applications Support. Due to an internal promotion, this award-winning software vendor seeks a client-focused technical support analyst to work at their dedicated support centre. Work focuses on remote IT / technical helpdesk support and troubleshooting of the company's systems, used by a wide range of major public and private sector organisations across the UK.
Customer Support Analyst - The company:
The company is well-established, has an excellent reputation in it's industry, and an enviable market-share which saw 20% growth last year. The company offers great career prospects for candidates willing to learn and develop their skills for the long-term.
Customer Support Analyst - The role:
Joining an established customer support team, this role will see you providing 1st & 2nd line support / incident management to their UK client base. The department is very collaborative and has a 3rd line team for escalations.
Using a process-driven, diagnostic approach to resolving issues the focus is very much on problem management (e.g. root cause analysis), as opposed to clearing a quick fix. As such, it needs people to have enquiring minds and the desire to learn and develop their problem management skills.
Customer Support Analyst - The person:
The company has very high customer satisfaction levels and it is critical this is maintained. The support manager needs people to have exceptional client interaction and handling skills. Clear communication skills, a personable nature, lots of integrity, and that extra 'sparkle' that makes for a superb client experience.
On the technical side, candidates must have come from a similar 'IT' / technical client or user service support position with strong PC skills and Windows server exposure. E.g. file management and registry structure skills, batch file config, task scheduling etc. Any experience in the following will be useful and could be reflected in the starting salary:
- SQL, with any data knowledge (MySQL)
- Voice - e.g. DPNSS, QSIG, SIP.
- Network diagnostics
Customer Support Analyst - Additional:
As you will sometimes be exposed to sensitive client data, any job offer will be subject to an initial security / background check.
Customer Support Analyst - Summary:
For the right individual this could be a terrific opportunity to join an agile and creative support team that encourages and fosters growth. Salary £22k - £26k depending on experience. Services advertised by Dupen are those of an Agency.
£22,000.00 - £26,000.00 per year