Software Support Analyst
Our client is looking for a Software Support Analyst to join their team on a fixed-term contract. It is an exciting opportunity for an innovative, flexible candidate with a strong interest in IT software applications. You will provide support to customers, both with technical and functional help. This is a 10-month, fixed term contract.
Our client is looking for a Software Support Analyst to join their team on a fixed-term contract. It is an exciting opportunity for an innovative, flexible candidate with a strong interest in IT software applications.
You will provide support to customers, both with technical and functional help. This is a 10-month, fixed term contract.
Key Responsibilities:
- Investigate and resolve reported issues
- Log, prioritise and keep issues up to date on the issues tracking system, ensuring that you work to ITIL standards.
- Work with customers in reproducing issues in order to find resolution as thoroughly and quickly as possible
- Research issues and interrogate support materials and documentation to source solutions
- Escalate issues to team leaders and management as appropriate.
- Monitor the Cloud system and proactively investigate performance issues to avoid problems before they are reported by customers.
- Ensure customer success through the system and also being aware of all products to advise customers on how we can support them with all the group services.
- Log bugs with Development and manage customer expectations regarding delivery of fixes
- Perform customer call backs and monitor calls through to resolution
- Actively manage customer satisfaction and provide timely updates on call progress
- Pursue system traces or queries concerning customer databases in order to gather enough information to be able to triage calls
- Assist in the smooth migration of current on-premise customers to use the Cloud System.
- Carry out supplier account creation and administration ensuring the process is managed and runs smoothly.
Experience and Skills Requirements
- Candidates will preferably be educated to Degree level or have good A level qualifications
- Experience of working in a customer facing or customer service role would be beneficial
- Proven technical application support experience is required
- Experience of troubleshooting and service support is required
- Working knowledge of web protocols and infrastructure required
- SQL Query experience required
- High energy team player who is able to self-manage
- Good attention to detail and accuracy
- Excellent verbal and written communication skills
- Ability to create and maintain strong work relationships both with customers and internally.
If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.
- Company
- 2i Recruit Ltd
- Location
- Guildford, Surrey, United Kingdom
- Employment Type
- Contract
- Salary
- £30000 - £35000/annum
- Posted
- Company
- 2i Recruit Ltd
- Location
- Guildford, Surrey, United Kingdom
- Employment Type
- Contract
- Salary
- £30000 - £35000/annum
- Posted