Technical Support Analyst

83zero Ltd ,
Reading, Berkshire
More Details
Job Type: Full-time
Salary: £25,000 per annum

Overview

Technical Support Analyst - Permanent Salary: £30,000pa 25 Days Annual Leave, 4% Pension, Health Care, Cycle to work, plus more Location: Reading Company Overview Our client is a cloud communications software provider that enables companies to use mobile and digital technologies to improve and automate customer experience and engagement. Role Overview Our client is looking for a Technical Customer Support analyst to work as part of a small but critical team, to deliver exceptional technical support to their customerbase. The team has responsibility for all technical post sales activity at both 1st and 2nd line level, supporting 300 customers across multiple platforms. Key Skills/Experience: Technical application experience in SQLServer/T-SQL Technical skills using multiple operating systems such as Windows 2008 server, 2012 server, Windows 7 & 8etc General office applications (Microsoft Office - Outlook, Word, Excel, Visio, SharePoint) Working knowledge of web/internet applications and their structurebeneficial Key Responsibilities: Respond to customer queries (calls, emails, work requests) Responding to system generated alerting Triage of incidents and intelligent escalation where appropriate Assisting in root cause analysis where appropriate: o Reviewing system log files o Understanding and searching SQL code (or other tools as appropriate) o Analysis of data within Excel (or other tools as appropriate) Updating customer communications and documentation: o Emails o Change log o Incident log o Tickets o Work requests Administrative activities for provisioning and support customer environments, Eg: Create new customer web portals or network level data connections Changing message routing Custom reports Producing customer reports as required Training customers on the utilisation of our products Balancing workload to deliver against tight customer requirements, schedules& SLA’s Cover the on-call rota as required; our services are 24x7x365 (normal pattern is 7 days in 28, but this may vary when there is a need for additional cover) Additional tasks deemed necessary for the success of our business

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