Support Analyst- Legal- SQL, XML

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Support Analyst- Legal- SQL, XML

A Support Analyst is required to join a pioneer and leader in legal e-billing that helps law firms to quickly and effectively respond to client demand for electronic invoicing. The Support Analyst will be the primary technical service contact assisting customers to effectively utilise the e-billing software, dealing with queries and data changes through phone, chat or email. The files are XML or text files, rather than PDF, and each support team member deals with 40-60 tickets per day. This is an excellent opportunity for an individual who has experience with SQL coding and XML to join a Global support team.

The successful Support Analyst' responsibilities include:

* Solving highly complex tickets by interpreting the needs of the customer, determining the solution to the problem and assessing any downstream impact.

* Provide technical training to junior support team members and cross-functional teams

* Act as the main technical resource for implementations and transitions

* Gather customer information, research internal knowledge base and documentation for known solutions, isolate causes and take restorative actions whilst minimising disruption to the customer's business operation.

* Use internal resources as needed and escalate issues to technical team lead

* Track enquiry resolution process

Interested applicants will have SQL experience, both writing and executing code, and an understanding of XML. You should also demonstrate excellent customer service skills. Any knowledge of XSLT would be highly desirable. For further information please send your CV now or call Carys Jones on 0161 924 3671.