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1st Line Technical Support Analyst
4 months ago
This role offers Hybrid working - 3 days in our Coventry office (CV3) Due to the nature of our location applicants ideally should drive * Deliver feel good CX to customers When was the last time you had an incredible customer experience? As a 1st line Customer Support Analyst, you'll be on the front lines of delivering great experiences. Helping to ensure our customers feel good about using our Business Planning and Analytics software. With a global retention rate of 97%, we aim to impress customers with an experience so good they become raving fans of Phocas and our team. Our software is MS SQL server based, we use our own mapping DB creation software and various techniques to create extraction and staging layers, and our help desk software is Jira (Atlassian). What you'll need to help customers become digitally fluent:
Commitment to resolving issues for customers; demonstrated experience dealing with support cases or requests
Minimum 1 year experience working in a similar environment, dealing with support cases / product support or complex customer requests via email, telephone and in person
Knowledge of Contact Management systems, Database software, Internet software and Word Processing software
Proficient in Microsoft applications
Knowledge of basic SQL, data point integration, database design or data analytics
A passion and drive to develop a career in a Software support environment
Financial / Accounting or ERP knowledge would be a bonus
Deliver exceptional customer service and support to resolve issues relating to Phocas products and/or their conversion (using remote online tools such as TeamViewer, VPN, RDP, etc), to Best Practice standards
Quickly diagnose O/S and application issues and implement corrective actions and end-user training (Send more complex problems through to the appropriate team/consultants)
Triage and process the support case queue to ensure we respond and communicate in a timely manner against SLA's. This can be via Phone (Zoom) and Email/Jira as required.
Take ownership of support cases and perform detailed troubleshooting, provide workaround resolutions, root cause analysis and major incident management.
Perform detailed validation of customer ETL process and data when required to confirm/diagnose customer support issues
Document processes and procedures and update knowledge database
Use Jira and Hubspot for maintaining project information and contact details, to document, track, monitor, and report support cases.
ensure they receive top quality, timely service and support
A bit about us in the hope we're the UX to your CX (it sounded better in our head)
We're a business planning and analytics company that designs software for people who aren't super techy. And helped thousands of companies turn complex business data into performance boosting results. Whether you want to get creative with problem solving, lead a project, save the planet, or spend unusual amounts of time in a reverse yogic headstand, you'll have our full support. Think... private healthcare, pension, share options, group life assurance, cash plan, 30 day work anywhere policy, Public holiday swap, enhanced parental leave, work life balance & wellness benefits.... and SO much more
If you are driven to make an impact, have high energy and a deeply care about providing first class customer service and have a passion & genuine interest for technology then go ahead, apply today
All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
