Customer Support Analyst

permanent
full time
Nottinghamshire
£24,000.00
£26,000.00
02-04-2019
32961

Summary:

Headline: Do you take pride in helping and support others? Are you a quick thinker with excellent communication skills? If so I am looking for a Customer Support Analyst.

Location: They are based just outside Nottingham City Centre

Salary: up to 26k with great benefits.

Ideal Candidate:  You will have excellent communication skills, and be a good listener. It is essential as a Support Analyst that you will be fielding email and voice queries to their clients.. You will be trained in their products to offer full support.

Main responsibilities of the role are:

  • Managing support tickets using the CRM support solution
  • Own and undertake the investigation of complex application incidents.
  • Ensure allocated support incidents are closed to the satisfaction of their clients and the SLA timescales.
  • Monitor, identify and resolves issues with live data file feeds
  • Complete first line replication steps to gather the info required to pass tickets to the third line development
  • Prompt and escalate high impact issues
  • Analysis of call logs to identify any underlying issues or trends.

A secondary part of the role will include:

  • Installing software to laptops and desktops
  • Ensuring security and upgrades are applied to PC’s and laptops to keep them up to date
  • Antivirus installation
  • Fault finding on laptops and desktops

The ideal candidate:

You will have:

  • Experience in an external client facing software support function
  • Understanding of Microsoft tools
  • Superb communicator
  • Experience within the retail sector

If this sounds like something you are interested please get in touch.

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