Customer Support Analyst / Global software company / Theale

Tribus Consulting Ltd ,
Theale, Berkshire
More Details
Job Type: Full-time
Salary: £28,000 per annum

Overview

My client is a Global financial software company looking for a Customer Support Analyst based at their Theale office. Job responsibilities Assist customers with diverse enquiries; provide quality information at all times following strict case handling guidelines. Case management via phone and email (logging, acknowledgements, updates, identity and validation checks, and completion of all case notes). Case diagnosis and resolution up to a 2nd line/3rd line level. Achieve ambitious and testing service level agreements. Provide appropriate technical training and assistance to colleagues when needed. Improve (KPI’s) Participation in their continuous development programmes. Achievement of ITIL qualifications as appropriate. Achieving and exceeding their Service Level Agreements and Customer Delight targets Soft Skills An emotionally intelligent and highly empathic communicator A logical and methodical approach to problem diagnosis and resolution. Resilient, self-motivated, with an outstanding work ethic Calm, methodical and persistent, especially under pressure Process orientated with a meticulous eye for detail Analytical with the ability to turn insight into action Adaptable and flexible Commercially aware Experience and Qualifications The ideal candidate would have: Proficient experience in a Service Delivery or Technical Support role ITIL experience / qualification (Foundation or other) A demonstrable understanding of computers, with a focus on Windows servers and networks Experience of Windows server operating systems 2008 Experience of Desktop operating systems Windows 7 Experience of Windows domains and Active Directory Experience of networking Understanding of diagnosis steps using MS Command Prompt Basic knowledge of MSSQL - Understanding of SQL administration Use of SQL Management studio Understanding of simple SQL queries Understanding of DB and table structure Experience working with 3rd party software and software diagnosis

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