Technical Customer Support Agent

6 months ago


Remote, United Kingdom IRIS Software Group Full time

**What will you be doing?**

As a Customer Support Analyst within this team, your responsibilities will be as follows:

- Taking calls, raising/resolving tickets or escalating to relevant teams or 3rd party suppliers
- Carrying out initial troubleshooting on customer queries and diagnostics
- Using the Incident Management system to raise and resolve tickets
- Ensuring tickets are kept up to date with progress on the Service Desk logging system
- Classifying incoming requests
- Responding to all new tickets by the end of each working day with an average 15-minute response time
- Dealing with ‘How To’ type queries
- Monitoring call flow and raising concerns with relevant team(s) when required e.g. when there are high volumes
- Recognising repetitive issues, trends and raising awareness with other team members to ensure learning and best practice is maintained
- Identifying and recognising known/new bugs and escalating to the relevant team for further investigation
- Updating support forums
- Ad hoc training for clients
- Training new and existing members of the iSAMS Team with the use of iSAMS as required
- Maintaining a good understanding of the iSAMS product and keeping up to date with system developments
- Sharing knowledge and feedback within the team to help support improvement in processes
- Undertaking any other reasonable tasks or projects which support iSAMS business needs and are within the post holders’ capabilities.

**What are we looking for?**

We're looking for someone with the following skills, competencies and experience:

- Previous experience of working in a Service Desk/Helpdesk/ Support environment including experience of managing incidents through to resolution or escalation
- Previous experience in a customer service role - experience of dealing directly with clients/customers
- Experience of using a call logging system
- Solid understanding of incident management and ITIL principles
- Experience supporting a technical product or SaaS (desirable)
- Experience in the Education sector, ideally working with an MIS product (desirable).

**Please note**:
**Job Types**: Full-time, Permanent

**Benefits**:

- Additional leave
- Company pension
- Cycle to work scheme
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Sick pay
- Work from home

Schedule:

- Day shift
- No weekends

Supplemental pay types:

- Bonus scheme

Work Location: Remote


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