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Technical Customer Support Analyst

3 months ago

Cardiff, Cardiff, United Kingdom RELX Full time

About the Role

You will be a vital member of our team working with a diverse range of technologies and disciplines. You will enjoy working in a friendly environment and benefit from our investment in staff.

Responsibilities

Providing technical support for clients and colleagues across a wide variety of functions. This will be done via multiple customer channels (including telephony, email, and live chat). Managing the life cycle of all incidents/tickets, ensuring the incident/ticket is worked through to satisfactory conclusion and within SLA. Working closely and collaboratively with colleagues where appropriate. Act as liaison point and coordinator to ensure necessary action is taken and updates provided. Developing detailed technical and process documentation Building product knowledge to competently demonstrate the products and services we sell, so that you are the Subject Matter Expert (SME) Identifying process/procedure improvements. Monitoring systems performance and reporting on any potential capacity issues


Requirements

Demonstrate customer service skills and a passion for developing and maintaining relationships Show understanding of software monitoring tools Demonstrate good communication skills, both written and verbal Be self-motivated and diligent with excellent problem-solving skills Experience within the Regulated Services industry