Technical Support Analyst

2 weeks ago

Nationwide, United Kingdom Third Nexus Group Limited Full time

Technical Support Analyst

Fully Remote

Perm

£25,000pa

Job Purpose:

As an Software Support Analyst you will provide both first and second line support of our suite of applications which are used for managing all aspects of employee attendance, health & wellbeing.
You will develop a relationship with key contacts at each of our clients ensuring the highest levels of customer satisfaction and maximum usability of these business critical systems.

Successful applicants will be diligent, effective communicators that are self-motivated and enjoy solving problems - while previous experience in a customer service or helpdesk role may be beneficial it is these key qualities that are required.

Job Responsibilities:

 Providing the highest quality support to customers via telephone and email.
 Owning issues and ensuring they are resolved in a timely and satisfactory fashion.
 Actively seeking assistance from colleagues to expedite issue resolution.
 Prioritising the support workload balancing both customer & business requirements.
 Ensuring all activities are accurately recorded for reference and collaboration.

Skills and Knowledge:

 Problem Solving - the successful candidate will be able to analyse issues in a methodical manner, formulate potential resolutions and apply these as appropriate. This may include suggesting possible workarounds and escalating to colleagues if required.
 Communication - excellent verbal & written communication skills will be required to ensure you can simplify the explanation of potentially complex information to users that are not highly technical.
 Relationships - the successful candidate will be able to develop and maintain friendly and professional relationships with both customers and colleagues.
 Administration - excellent time management with good organisational skills and attention to detail are required to deliver the necessary levels of service.
 Technical Knowledge - specific technical knowledge is not essential, however an understanding of I.T., programming or databases would be beneficial

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