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Exeter, Devon
Technical Support Analyst
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Salary: Up to £26,000 per annum |
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Overview
Technical Support Analyst Exeter £23K-£26K (DOE) Private Healthcare, Death in Service and other Employee Benefits Company Socials 25 Days Holiday The Company: This excellent client of mine is an award-winning, bright, young software company delivering service management software that increases efficiency and productivity for their customers. They work with clients all over the UK in a variety of sectors including housing, telecoms and hospitality. You will join a passionate, knowledgeable team that cares about the experience their customers receive Key Responsibilities: As a product expert, you will use your exemplary written and verbal communication skills to deliver the best customer support possible. Your core responsibilities will include: · Support call handling via online portal and telephone · Processing tickets from the support system · Performing customer user training and support where required · Assessing the challenges users face and undertaking projects to address them · Learning about client industries and working to meet their needs · Supporting other teams within the business with any queries or challenges they are facing · Writing and maintaining user documentation · Contributing to the internal Wiki, discussion forums, support how tos, useful scripts, tips and tricks · About you: Your technical know-how and supportive attitude will help you build relationships with clients and offer solutions for any issues they may face. Your passion for great customer service and your quest for continuous improvement will subsequently deliver excellent customer satisfaction. In addition to this, you will also be: · An excellent communicator with strong listening skills · Able to work to clear deadlines and have a sense of priority · A positive, enthusiastic person with a polite and friendly manner · Excited by technology and bringing your knowledge to the challenges you face · Flexible and quick thinking · Calm under pressure · Success-driven · Naturally curious with the confidence to liaise with your colleagues to solve user queries · Keen to learn, enabling you to quickly become a product expert and continually improve your knowledge About your Experience: To succeed in the role of Technical Support Analyst you will have some experience demonstrating as many of the below criteria as possible: Essential: · A customer service background · Strong verbal and written communication skills · Customer-centric approach · Confident in customer and internal stakeholder relationships · Interest in software and new technologies · Strong IT skills · Ability to learn quickly on the job · Initiative to propose and undertake projects to improve business and client experience Desirable · Broad understanding of SQL Server · Knowledge of ticketing systems such as Zendesk or JIRA · Broad understanding of HTML/CSS · This job was originally posted as www.totaljobs.com/job/89829273