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Aptean
,
Coventry, West Midlands
Technical Support / Customer Solutions Analyst
Overview
Job Description
We are growing and looking for the very best Customer and Technical Support Analysts, to continue to advise and impress our customers with their talents. Therefore, we're looking to speak with tech savvy individuals who are eager to start / continue a career within Technical Support. In return, we'll offer you formal and desk side training across our products and develop your technical knowledge. We pride ourselves on delivering an excellent Customer Experience, and the Customer Support Analyst is a pivotal role for our company - you are the face of our company and our software, the subject matter expert. Your day will be spent liaising with our clients on the ground, helping them use our product and supporting them through any problems. If you live to help people, love problem solving and want to become an expert in what you do, this role is for you. At Aptean we prioritize personal and professional development. The skills you will gain from this role are varied, so there are multiple suitable progression routes. If your passion lies in the technology, you could join our SaaS team, if you enjoy the customer interaction you could join the software implementation team. You can also develop into team leadership and management, or migrate to project management or customer operations. Your career - your choice. So in a nutshell, the job involves solving difficult technical challenges and talking customers through complex configurations. You will be interacting with customers ranging from small start-ups, to large enterprise corporations. You will be involved in consulting with customers in the configuration and usage of application modules; researching and resolving problems and issues Who Are We Looking For? We look for people who may have recently left college or university but have yet to find their niche or you have just begun in Technology and you are looking for a bigger challenge. Alternatively, someone who is looking for a career change and you are considering the Technology Sector. We will train you in the applications we develop and in the services we deliver to our many clients. We run a structured boot camp for all those who join us. We need people who have already gained some experience in front-facing customer service; this may have been in a restaurant, weekend work, part-time work or as a full time job. Ideally you will have already gained experience in a face to face environment as these roles will be working directly with our customers and on customer's sites. A degree in a technical/IT field would be very beneficial however we will still consider you if you have some technical experience in a personal or professional environment. The Role: This isn't just another technical support job. You'll be solving difficult technical challenges, and talking customers through complex configurations. You will be interacting with customers ranging from small start-ups, to large enterprise corporations. You'll be involved in consulting with customers in the configuration and usage of application modules; researching and resolving problems and issues. Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents. Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers' staff fully understand issue, its resolutions and means for prevention. Troubleshoot and identify causes of customer problems using a variety of internal tools. Participate in system and release testing and QA as needed. Recommend improvements in Customer Solutions policies and procedures. Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.