Technical Support Agent/ 1st Line Support

1 week ago


Birmingham, Birmingham, United Kingdom THOMAX Full time
The Company Join our industry-leading team in the fast moving supply chain technology space, with clients across the globe.

Thomax is a rapidly growing developer of SaaS cloud-based supply chain software, with our technology powering millions of parcel movements each year across a wide range of sectors and businesses.

We are actively seeking an experienced Service Desk Analyst - Application Support in England who can join our global Service Desk team to provide top tier service to our clients.

This role will be working from home and reports into the Service Desk Lead, and would work very closely with our customers, product development and Implementation teams across the globe.

Career development and learning opportunities
Company bonus/incentive
Flexible working arrangements
Access to wellbeing and safety support services

Support multiple client engagements simultaneously,
Responsible for resolving all support tickets received from customers within the agreed SLA times and creating and updating support documentation,
Collaborate with other support teams present globally,
Evaluate, prioritize, and provide technical support for incoming requests made via telephone, email and through user request portals,
Create, update, follow-up, and close out service requests in accordance with published SLAs,
Play an active role in the support space and work closely with the Service Desk Lead and other Service Desk Analysts in the company,
Work closely with other internal teams (Development, Delivery and IT Infrastructure) to ensure end-to-end delivery of resolution to customer issues,
Work actively towards achieving KPIs based on personal utilisation, project delivery and revenue targets

Minimum 2 years experience as a Service Desk Analyst in SaaS environment
Minimum 2 years experience in the software industry, preferably working for a business systems vendor in spaces such as CRM, POS or ERP
Advanced SQL knowledge
Degree in computer science or related field
Understanding of JSON, XML, HTML
Proficient in MS Excel
Experience working with handheld RF scanners (particularly Android-based) and Barcode Scanners
Basic understanding of networks and networking
Experience with following Data Flows and Structures
Good understanding of industry best practices and experience on SDLC, software design patterns.

Manages stakeholders effectively and provide exceptional customer service,
It would be great, but not mandatory if you had
Warehousing, Freight & Logistics experience
ITIL V3 certified

Occasional local and international travel might be required
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