Technical Support Analyst

Posted 8 March by executive careers


Provide frontline customer & engineering support in a fast paced, growing software services company. The job holder will work as part of a small multi-functional & highly skilled team handling a variety of questions and issues from customers and installers.


The Helpdesk operates a shift pattern between 8am-6pm Monday to Friday. Typical hours include the early shift (8am-4pm), middle shift (9am-5pm) and late shift (10am-6pm), with half an hour for lunch.


£22,000 Basic plus £2,000 Bonus


  • Handle incoming calls from customers and engineers, raising and investigating cases in the company CRM and responding to customers as necessary
  • Handle emails from customers, colleagues and 3rd party engineering providers.
  • Responding to voice messages left during busy times
  • For all contacts relating to an existing open issue, the job holder is required to add a note to an existing case
  • Identify customer concerns and issues, taking the necessary action to resolve the issue, ideally and where possible, within the duration of the call.
  • Address issues by answering questions, troubleshooting and assigning to an engineer where necessary
  • Liaising with internal support teams - Development, Finance or Sales - to resolve/escalate issues
  • Liaising with engineering sub-contractors to schedule service calls
  • Follow up internal and external parties to ensure customer issues are addressed in a timely manner
  • Make follow up calls to ensure customer is satisfied with the resolution of their issue/query
  • Advise customers of how to access training
  • From time to time, when Helpdesk volumes permit, the job holder will be required to provide support and assistance to other Operations team members
  • Provide cover for customer / user training on the system - either on a one to one basis or responding to group bookings
  • Send out user login/password information to customers
  • Provide feedback on Customer requests/suggestions for changes and improvements to the system and other areas of service by using Survey Monkey (or similar)
  • Provide support & assistance to engineers, providing them with courier details for new & service kit
  • Undertake ad-hoc projects as required


  • Previous Customer support / service experience, preferably in a call centre
  • Knowledge of mobile communications desirable
  • Experience with Salesforce/CRM applications is advantageous
  • Ability to work independently
  • Communication Skills
  • Customer Focus


  • Good GCSE/A Level result
  • Graduate desirable but not essential
  • Proficient in all Microsoft Office tools and use of Internet

Required skills

  • Customer Service
  • Helpdesk
  • Technical Support
  • 1st Line

Reference: 34640198

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