Customer Support

3 weeks ago


Stockport, United Kingdom Business Computer Projects Full time

As a leading supplier of software to the retail and wholesale sector, we are seeking a Technical Customer Support Analyst.


Role Summary

The role of a Customer Support Analyst is varied. It includes the day-to-day management and resolution of support calls, being involved in customer implementation work and supporting other internal business departments as required.


Day to Day manage


Main Job Tasks and Responsibilities

  • Respond to and follow up customer support calls (1st, 2nd and 3rd line support)
  • Identify, diagnose and resolve customer issues / requests
  • Support and be involved in customer project work as needed
  • Update internal systems with regards to work activity and any required documentation


Key Tasks

  • To investigate reported incidents/problems with BCP packages
  • To provide help and advice to customers in the use of BCP package software
  • To ensure customers are informed of progress on all issues
  • To manage and prioritise own outstanding issues list


Additional Duties

  • Liaise with internal departments to progress projects and or the resolution of customer issues
  • Undertake customer project work under the guidance of project managers and implementers
  • Be required to work on customers’ sites from time to time
  • Be required to provide out of hours telephone support for customers from time to time
  • Perform other duties from time to time as required


Qualifications and experience

  • PC literate with good knowledge of Microsoft Office
  • Problem solving skills
  • Excellent written and verbal communication skills
  • Ability to work in a team and independently


Remuneration/Benefits

  • Salary: Dependent on experience
  • Pension Scheme (including PHI and Death in Service benefits)
  • 37-hour week
  • 22 days’ holiday moving to 27 days
  • Must live within one hour’s drive of Stockport


Responsible to: Customer Services Manager



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