Customer Support Analyst

4 weeks ago

Neath, Neath Port Talbot, United Kingdom Marston Holdings Full time

IT Support Analyst

Marston Holdings is experiencing continuous growth, particularly in our Technology division, which includes Videalert and Vortex. We are recognized as the UK's foremost provider of intelligent traffic enforcement and management solutions, as well as a leading supplier of smart city technologies that optimize productivity while minimizing operational costs. Our offerings include environmental sensors, networks, and data solutions aimed at supporting global decarbonization initiatives. We are committed to driving significant environmental change through the utilization of real-time data and cleantech innovations.

We are pleased to announce an opportunity for a Technical Support Specialist to become part of our team in Neath on a full-time, permanent basis.

This role requires 37.5 hours of work on a rotational schedule, ensuring coverage during business hours of 07:00 until 19:00, operating from Monday to Sunday (including Bank Holidays).

This position will be office-based from Monday to Friday, with the possibility of remote work on weekends.

Key Responsibilities

As the first point of contact for customer support, our analysts will handle alerts generated by our monitoring systems.

  • Collaborating with the Service Desk Team Leader and the broader support team to address recurring technical challenges and identify training or documentation needs.
  • Responding to incoming customer incidents reported to the service desk, managing escalated calls, and processing change requests.
  • Maintaining communication through the service desk portal via phone and email, ensuring a high level of interactive communication (both written and verbal) with clients, and keeping them informed about the status of their issues or requests.
  • Identifying client concerns during proactive performance assessments of all customer systems to ensure optimal uptime and performance.
  • Coordinating with other internal teams, including product and development, to dissect requirements and complex issues, involving relevant stakeholders as necessary.

Candidate Profile

  • Exceptional written and verbal communication abilities.
  • Experience in a technology-driven support environment.
  • Familiarity with CCTV and hardware assembly.
  • Proficient in SQL, with a solid understanding of database structures and query language.
  • Self-motivated with the capability to manage and prioritize workload effectively.
  • Proactive approach to investigating and resolving incidents.

Benefits

  • Hybrid working model with weekly visits to our Neath office.
  • Working hours: 37.5 hours on a rotational schedule, ensuring coverage during business hours of 07:00 until 19:00, operating from Monday to Sunday (including Bank Holidays).
  • Annual salary: £25,500.
  • Healthcare cash plan.
  • Employee benefits tailored to your lifestyle, including discounts on retail, travel, and wellness activities.
  • 25 days of annual leave plus bank holidays.
  • Cycle to work scheme.
  • Enhanced maternity and paternity leave package, subject to eligibility.

We are an equal opportunity employer, considering all qualified applicants regardless of gender identity, ethnic origin, nationality, religion, age, sexual orientation, disability status, or any other protected characteristic. We focus on merit and passion for creating better outcomes, committed to fostering an inclusive environment for all employees.

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