3rd Line Customer Service Analyst

1 week ago


Leeds, Leeds, United Kingdom Jo Holdsworth Recruitment Full time

Are you experienced in offering 3rd line customer support?

Are you excellent at analyising data and coming up with solutions?

Do you have the ability to multitask and work towards deadlines?


My client who are based in the heart of Leeds City Centre, are specialists in delivering HR and compliance solutions for the education sector.

Having recently merged with a new business, they are well established and fast growing, meaning there is stillthat small company feel but with more opportunities for development and progression.


They are now looking for a brand new 3rd Line Customer Support Analyst to join their busy team on a full time and permanent basis.

This is a great opportunity for someone who is looking to later progress into a development role.

Responsibilities:

  • Answer incoming support from customers requiring support on our products if needed
  • Investigate and resolve queries within skill set
  • Achieve personal and departmental performance targets set out for 3rd Line Customer Support Analyst
  • Complete all mandatory training (current data protection modules)
  • Promote the brand in a friendly and professional manner
  • Investigate and resolve more complex queries that have been escalated to you by the 1st & 2nd Line support team
  • Escalate Development level issues to the correct team and own that ticket
  • Actively contribute to knowledge base content
  • Provide User Acceptance Testing for new product releases
  • Resolve customer escalations effectively where possible
  • Effective problem management
  • Work collaboratively with other departments to achieve the right outcome for the customer
  • Answer incoming calls from customers requiring support on our products if needed
  • Create support ticket in our CRM system recording all relevant information to aid investigation/resolution if needed
  • Ability and desire to progress through competency framework

Monday - Friday, 08:00 -17:00

Hybrid working - 2 days in the office, 3 days at home
- (Jo Holdsworth Recruitment
  • Recruitment Agency)_

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