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1st line/Application Support Analyst

3 months ago

Manchester, United Kingdom Venchr Full time

1st Line/Application Support Analyst - Manchester - £38K


Interested in this role You can find all the relevant information in the description below.

Here at Venchr, we are looking for an Application Support Analyst who will be a key member of our client's Operations Team, you'll provide crucial first-class application support, directly contributing to maintaining uninterrupted service for their users.

In this role, you'll be the main point of contact for their support operations, handling incoming requests and providing first-line support for their apps, websites, and CMS. You'll communicate directly with clients via email and phone to resolve issues, ensuring compliance with our SLA for timely support.

Additionally, you'll manage the flow of support tickets, including escalation, and maintain ongoing communication about the status of these issues with clients.

Your responsibilities will also include working closely with the Product Team to log enhancement requests and with the customer success team to leverage upselling and cross-selling opportunities.

Skills and Experience Required:

  • Quick learner with a strong understanding of software solutions.
  • Excellent problem-solving, analytical skills, and ability to diagnose software issues.
  • Strong communication skills, capable of empathetic and adaptive interactions.
  • Experience in managing multiple tasks and prioritizing effectively.
  • Committed to delivering high-quality customer service.
  • Proficiency in standard IT hardware and Microsoft Excel.
  • A positive attitude and a good sense of humour.

Interested in this role?

We'd love to hear from you Please send your CV to Tommy@venchr.co.uk