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Support Analyst

3 months ago

Reading, United Kingdom Avanti Full time

Customer Support Analyst

I’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 work

This 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