Technical Support Analyst

3 weeks ago

Birmingham, United Kingdom InterQuest Group Full time
We are currently recruiting for a

Technical Support Analyst

based in Birmingham who will focus on our client's workplace enhancement platform, understanding user queries, performing root cause analysis to triage and classify reported issues which could be software or hardware related.

You will need an analytical mindset and a desire to gain a breadth of both functional and technical knowledge across both software and hardware platforms.

Location:

BirminghamnLength:

Permanent, full-timenEnvironment:

50% hybrid working

Responsibilities:nPerforms appropriate triage activities to support response within service level agreements.nEnsures timely and accurate updates to support tickets.nResponsible for ensuring any issues or concerns with support service levels are escalated in a timely manner to enable action and resolution.nProvide feedback to update, maintain and create relevant support guidelines and knowledge base, processes and procedures which contribute to improving the customer experience and reducing support related issues.nResponsible for not just maintaining but improving customer satisfaction.

Key Experience:nPrevious experience in a technical or support role and ability to use varying tools and techniques to support issue resolution.nExperience of working in an application support role or super user type role for SaaS products and/or with custom developed application solutions.nProven excellent customer communication and relationship building skills, with the ability to liaise at non-technical and technical level.nExperience of a Service Management Framework (ITIL) would be advantageous but not essential.nAn inquisitive mind-set and a desire to learn.

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