Technical Support Analyst 1 (Nottingham, UK)

Hyland ,
Nottingham, Nottinghamshire
More Details

Overview

Job Description

Overview The Technical Support Analyst 1 is responsible for responding to and resolving customer requests for assistance with technical issues related to their solution. Responsibilities + Monitor and pickup support tickets from customers requesting assistance via internal company system + Troubleshoot and resolve issues utilizing company systems, utilities and support processes with assistance and direct oversight from team members; learn best practices for problem resolution + Troubleshoot and resolve issues utilizing company systems, utilities and support processes with assistance and direct oversight from team members; learn best practices for problem resolution + Be accountable for customer requests; maintain ownership of request and follow through consistently with resolution + Provide regular and frequent communication to customer; ensure customer is fully advised as to the progress or delay to the resolution of their issue + Compose internal documentation that fully reflects all activity related to resolution of support request + Compose Software Change Requests (SCR) based on customer issues or enhancement requests and submit to responsible team for correction Qualifications + Associate's Degree in Business or a related field or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job + Experience in a customer service environment preferred + Able to thrive in a fast paced environment + Speak or write with ease, clarity and impact, using a communication style appropriate to the subject and the audience + Good critical thinking and problem solving skills + Good prioritization and time management skills + Good collaboration skills, applied successfully within a team as well as other areas + Up to 10% travel required Job ID2019-5596 # of Openings1 Job LocationsNottingham, United Kingdom CategorySupport

People also viewed