Client Support Analyst

Client Support Analyst

Summary:

We are a software development company specialising in providing online retailing platforms for the transport industry.

In the last year, we have sold over six million train tickets for our two major UK Clients.

As a Client Support Analyst, you will act as a link between our external Service Desk and our internal business-as-usual developers.

An average day will see you receiving triaged customer issue reports relating to the App and Website from our external Service Desk and applying product knowledge to create clear bug reports and acceptance criteria for our internal Development Team.

The role requires regular contact with external clients. As such, excellent verbal and written communication skills, paired with a friendly, patient demeanour are essential.

What you’ll do:

• Act as a contact point for cases received from the external Service Desk, ensuring they are met with prompt and professional response.

• Apply product knowledge to create workarounds that minimise customer impact.

• Perform analysis using system logs and AWS Quicksight reporting to quantify the impact of incidents.

• Reproduce issues to aid root cause analysis.

• Provide regular and timely updates to the external Service Desk and our clients, regarding the status of their reported issues, ensuring clear and concise communication.

• Convert issue reports into clear and actionable requirements for the Development Team.

• Prioritise issues to ensure they are resolved within our contract timeframes.

• Host weekly calls with our clients and external Service Desk to report on case progress.

About you:

• Educated to Degree level or possess previous experience working in the IT industry, or relevant experience working in the Rail Industry

• Excellent verbal and written communication skills, with the ability to tailor communication to various stakeholders and colleagues

• A friendly and approachable demeanour, capable of maintaining polite and positive communication during challenging situations

• Strong problem-solving abilities and an affinity for resolving issues

• A fast learner who is driven to acquire new concepts and skills

• Strong organisational skills to manage multiple tasks and priorities effectively

• Ideally, a willingness to visit our London-based office at least 2-3 times a week, as required

Other information:

This job role does not involve on-site IT support activities. As such, the following skills will not be beneficial in this role:

• The setup and configuration of hardware, such as laptops and printers

• Network and Firewall configuration/administration

• Physical on-site and desktop support

• Microsoft Suite support

Benefits:

Following a three-month probation period, we offer the following benefits to our employees:

• 25 Days of annual leave and a further day for each year of service (up to 30 days)

• Free Private Medical Insurance

• Free gym membership

• Annual salary reviews

• Financial support for personal development and training

• Cycle to work discount scheme

• Allowed up to 30 days of working abroad per year

• Two (extremely fun!) company parties each year

• Hybrid working environment