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Customer Support Analyst / 1st Line Support Analyst

Posted 24 February by Boston Capel Ended

Customer Support Analyst / 1st Line Support Analyst - Solihull, West Midlands


Our client, a rapidly expanding software company, is looking for a bright and articulate, graduate level Support Analyst to work in their Customer Support / Service Desk department in their Solihull office.

The Support Analyst role would suit someone who wants to join a successful software company and offers excellent career prospects for the right individual.

Working within customer service side of our client's business, the Support Analyst role involves liaising with external customers to help resolve their IT related issues via phone and remote access tools.

Key responsibilities-

  • Ensure that each contact with a client is an enjoyable, happy and rewarding experience for both client and the Analyst
  • Continually enhance knowledge of their core software product
  • Managing incoming contact from the customer via email and phone
  • Logging of incidents / requests in the support ticketing system
  • Categorisation of incidents with respect to their severity and urgency
  • Management of 1st Line queue and personal queue of outstanding incidents and requests in priority order
  • First contact fix of incidents
  • Resolution of standard request types in a timely manner
  • Escalation (functional) where incident / request is not responsibility of 1st Line

Person Specification

Knowledge & Qualifications:

  • ITIL Foundation desired

  • Detailed knowledge of Microsoft Office suite, including the Microsoft Operating system - Mail /Word merge expertise is an advantage

  • Extended understanding of networking principles (WAN / LAN) and the configuration of the Network infrastructure

  • Basic knowledge of SQL in a MySQL / SQL Server environment an advantage

  • Basic knowledge of Client / Server models, with associated problem , troubleshooting experience

Experience:

  • Experience working in an environment with direct contact over the phone and online with customers at all levels

  • Significant experience working in technical support teams, being able to discuss issues in an meaningful manner and effectively triage cases of a technical nature

  • Dealing with customer complaints, escalations and in a position of being able to provide suggestions /alternatives to a customer based on a developed deep understanding of the services offered.

Personal qualities:

  • Self-motivated and outgoing

  • A bright and professional telephone manner
  • Ability to maintain effectiveness in a changing environment, modifying approach to reach desired goals, allied with a real passion for self-development

  • Ability work well under pressure and to conduct themselves in a calm and controlled manner with customers in such situations

  • Ability to deal with a level of uncertainty, by working with colleagues and managers to target clarity of focus to improve overall service delivery in a maturing organisation

The Support Analyst role would suit someone of graduate calibre who wants to join a successful software company and offers excellent career prospects for the right individual.

Customer Support Analyst / 1st Line Support Analyst - Solihull, West Midlands

Required skills

  • Call Centre
  • Customer Service
  • Helpdesk
  • Telephone Manner
  • 1st Line

Reference: 34550670

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