Software Support Analyst

Posted 26 October by Recruitment Genius
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Located on the prestigious Exeter Science Park, this company is a fast growing and highly successful proprietary software business. Established in 2003 they provide SaaS solutions primarily to Motor Retailers and Manufactures in the UK, Europe and Global markets and are currently looking for a Software Support Analyst to join their team.

Working in a dynamic environment, the role of Software Support Analyst will involve the provision of telephone & remote support to customers across a range of software applications. You will be advising on product functionality, recording, analysing and resolving customer issues and liaising with internal stakeholders to facilitate prompt resolutions. You will also be involved in system configuration, including the on-boarding of new customers. Comprehensive training will be provided.

Main Duties and Responsibilities:

- Manage inbound support tickets (telephone and email), triaging and prioritising accordingly
- Record and manage all tickets using the company's ticketing software (Zendesk)
- Keep customers updated as to the progress of open tickets
- Diagnosing, resolving and triaging technical issues
- Escalating incidents and issues where necessary
- Liaising with internal stakeholders in order to facilitate swift ticket resolution
- Regular checking of error logs
- Managing application configuration changes

Required Skills & Experience:

- Experience of working in a commercial Helpdesk or Support role is essential
- Excellent customer service and communication skills
- Excellent analytical, diagnostic and problem-solving skills
- Good knowledge of Microsoft Office and Windows
- A positive attitude, willingness to learn and continually striving to improve

Desirable (but not essential) Skills and Experience:

- Microsoft SQL Server
- IIS
- Some HTML & CSS skills would be advantageous, but not essential

Benefits include:

- 25 days holiday (plus bank holidays)
- Flexible benefits package
- Company pension scheme
- Company bonus scheme

This is a great opportunity to join an exciting, growing company who have a great suite of ever evolving software applications.

Reference: 41242044

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