Support Analyst

2 weeks ago


Reading, United Kingdom Avanti Recruitment Full time

Customer Support AnalystI’m working with a cloud-based software company in Reading that provides unique CRM platforms to small and mid-sized businesses accross a variety of industries. The CRM software includes features such as contact management, lead tracking, sales forecasting, and marketing automation. They focus on customer service and support, with a team of dedicated customer support analysts to assist customers with onboarding, implementation, and ongoing usage of the software.Responsibilities * Provide prompt and professional support to customers via email, telephone, and chat. * Diagnose and resolve technical issues related to the CRM platform. * Guide customers through product features and functionalities * Log and track customer inquiries in the case management system * Manage escalations and collaborate with colleagues and external providers to resolve issues. * Run internal and external Knowledge Share sessions * Update support documentation, FAQs, and knowledge base articles. * Provide first-line support for internal IT issues and collaborate with external IT providers for complex problems.Requirements * Relevant Degree in IT, Business or Similar * Passion for Tech / IT * Excellent time management * Strong customer service skills * Desire to learn and develop * Collaborative approach to workThis is a fully onsite role they are based in Reading and offer free onsite parking and offer a benefits including 25 days holiday + Bank Holiday’s, Private healthcare, Life Insurance, Pension


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