Software Support Analyst

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Located on the prestigious Exeter Science Park, this company is a fast growing and highly successful proprietary software business. Established in 2003 they provide SaaS solutions primarily to Motor Retailers and Manufactures in the UK, Europe and Global markets and are currently looking for a Software Support Analyst to join their team.

In a dynamic and fast-paced environment, the role of Software Support Analyst will involve the provision of telephone & remote support to customers across a range of software applications. You will be advising on product functionality, recording, analysing and resolving customer issues and liaising with internal stakeholders to facilitate prompt resolutions. You will also be involved in system configuration, including the on-boarding of new customers. Comprehensive training will be provided.

Main Duties and Responsibilities:

- Manage inbound support tickets, both phone electronic (electronic tickets are delivered and managed using the company's electronic help-desk software), including triage and prioritisation

- Keeping customers updated as to the progress of open tickets

- Diagnosing, resolving and triaging technical issues

- Escalating incidents and issues where necessary

- Liaising with internal stakeholders where necessary in order to facilitate swift ticket resolution

- Regular checking of error logs

- Basic server maintenance including reporting faults and maintaining logs

- Managing system configuration changes

Required Skills & Experience:

- Experience of working in a commercial Helpdesk or Support role is essential

- Excellent customer service and communication skills

- Excellent analytical, diagnostic and problem-solving skills

- Good knowledge of Microsoft Office and operating systems