Customer Support Analyst


Premium Job From Spring Group Plc

Recruiter

Spring Group Plc

Listed on

11th February 2020

Location

Tamworth

Salary/Rate

£18000 - £21000

Type

Permanent

This job has now expired please search on the home page to find live IT Jobs.

Customer Support Analyst

Spring Technology is currently working in partnership with a market leading software solutions provider in Tamworth to recruit a Customer Support Analyst to join a growing support department providing high quality customer support.

The role comes with a highly competitive salary and benefits package!

The Role

As a Customer Support Analyst you will provide our client's customers with high quality advice and guidance relating to a comprehensive range of products and services. As a member of this growing Customer Support Team you will be joining a highly motivated and dedicated support function who are willing to go that extra mile in order to ensure that the service standards are met.

The Responsibilities

*Responsible for dedicated client relationships

*Working within a team of support analysts to handle customer requests (via e-mail, telephone or web portal).

*Handle complex or difficult customer issues to achieve prompt resolution

*Responsible for the management/co-ordination of all assigned calls and tickets throughout the support and remediation lifecycle including providing the Customer with timely and accurate updates.

*Providing customers with product usage advice and guidance.

*Identifying and managing the appropriate priorities and required actions (e.g. escalation).

*Managing product releases for your clients.

*Managing product enhancements for your clients.

*Contribute to the attainment of internal and external KPI and SLA compliance

*Communicate regularly with team members through team meetings and individual review sessions.

The Requirements

Essential

*Strong customer service ethic and sense of urgency

*Applicants should have good IT skills including experience of:

oMicrosoft Windows (XP, Windows 7 & Windows 8)

oMicrosoft Office (Word, Excel, PowerPoint)

*Ability to deliver and coordinate to tight deadlines

*Organisation skills / collaboration / communication / interpersonal skills

*Excellent client facing skills and experience to ensure relationships are kept strong.

*Experience in support / helpdesks.

*Excellent verbal and written communication skills at all business levels.

*Problem Solving skills / Willingness to learn, explore ideas and innovate

If you are looking for an exciting new challenge to join a growing team with a leading organisation please apply now. Full training will be provided for this role and will offer the opportunity to develop skills and experience further.

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