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Role: Customer Support Analyst

Location: Home / Sheffield (Hybrid)

Salary: £25-30,000 plus benefits

We are looking to recruit a Support Analyst to provide helpdesk support, platform configuration and other services to our customers.

Responsibilities:

  • First and second line support responsibility, ensuring that the customer's issues are clearly understood.
  • Where possible/necessary, replication of the issues to enable the identification of the cause and potential resolution(s).
  • Effective management of problems, escalating to more senior colleagues subject to urgency and/or the need for assistance.
  • Configuring software as required.
  • Communicate effectively with customers in advance of agreed tasks, provide progress updates during tasks and on completion, highlighting issues and recommending follow on actions

Essential Competencies:

  • Good customer service skills and ability to deal with customer queries and complaints
  • Motivated to learn and prepared to learn new skills, both commercial and of a technical (IT) nature
  • Calm under pressure
  • Excellent communication skills, both written and verbal
  • Positive, proactive and self-motivated individual