Second Line Technical Support Analyst

2 weeks ago

Ashford, United Kingdom Constant Recruitment Ltd Full time
2nd Line Application Support Specialist

Location: Remote with occasional office presence

Salary: Up to £30,000

This role involves a blend of early and late shifts, providing flexibility and work-life balance. As a vital member of our support team, you will be responsible for managing customer inquiries and technical issues efficiently.


Key Responsibilities:

  • Efficiently manage customer support tickets by identifying, categorizing, prioritizing, diagnosing, and resolving issues while ensuring timely updates and adherence to KPIs.
  • Provide high-quality support for SaaS products to a diverse international clientele, ensuring seamless service delivery around the clock.
  • Engage with customers directly, offering expert assistance on live systems, addressing escalations, and resolving various technical challenges including database and automation issues.

Main Duties Include:

  • Monitoring and triaging support requests through our helpdesk system.
  • Responding to customer inquiries in compliance with service level agreements (SLAs).
  • Collaborating with escalation teams to ensure prompt customer support.
  • Escalating unresolved issues and fulfilling requests in a timely manner.
  • Being adaptable to shift work and mentoring junior support staff.

Qualifications and Skills:

  • Proven experience in Technical Support, preferably at the 2nd line level.
  • Familiarity with support ticketing systems, such as Zendesk.
  • Demonstrated ability to lead customer support initiatives and resolve issues effectively.
  • Knowledge of various support technologies and experience in direct client communication.
  • A collaborative mindset, capable of adapting to different time zones and making informed decisions based on support ticket analysis.
  • A strong commitment to delivering exceptional customer service and fostering client relationships.

  • Technical Support Agent

    2 weeks ago

    Ashford, United Kingdom Constant Recruitment Ltd Full time

    2nd Line Application Support Position - Night ShiftsLocation: Remote with occasional office presenceSalary: Up to £30,000Shift Hours: 10:30 PM to 6:30 AM (4 days on, 4 days off)Are you skilled in 1st or 2nd Line Support and eager to elevate your career? Do you excel in communication and thrive in dynamic environments? If you have a passion for technology...

  • Technical Support Specialist

    4 days ago

    Ashford, United Kingdom Rise Technical Recruitment Full time

    About the RoleWe are seeking a skilled Technical Support Specialist to join our team at a leading Engineering Manufacturer. As a Technical Support Specialist, you will play a crucial role in assisting the design process from concept to delivery, producing technical drawings and utilizing AutoCAD and CNC software to deliver bespoke engineering products.Key...

  • Technical Support Specialist

    5 days ago

    Ashford, United Kingdom Rise Technical Recruitment Full time

    About the RoleWe are seeking a skilled Technical Support Specialist to join our team at a leading Engineering Manufacturer. As a Technical Support Specialist, you will play a crucial role in assisting the design process from concept to delivery, producing technical drawings and utilizing AutoCAD and CNC software to deliver bespoke engineering products.Key...

  • 2nd Line Application Support

    2 months ago

    Ashford, United Kingdom Constant Recruitment Ltd Full time

    2nd Line Application Support Role Ashford, Kent Up to £30k The shifts are a mixture of early and late shifts working 6am to 2pm and 2pm to 10pm. Working 4 days on and then 4 days off or rotation Do you have experience in 1st or 2nd Line Support and are looking to advance your career? Are you a strong communicator who thrives in fast-paced...

  • 2nd Line Application Support

    3 months ago

    Ashford, United Kingdom Constant Recruitment Ltd Full time

    **2nd Line Application Support Role** **Location: Hybrid, Ashford** **Salary: Up to £28k** Do you have experience in 1st or 2nd Line Support and are looking to advance your career? Are you a strong communicator who thrives in fast-paced environments? Interested in technology and up for significant challenges? Would you like to work remotely with only...

  • Technical Support Specialist

    2 days ago

    Ashford, Kent, United Kingdom Rise Technical Recruitment Limited Full time

    Job DescriptionJob Title: Technical Support EngineerJob Summary: We are seeking a highly skilled Technical Support Engineer to join our team at Rise Technical Recruitment Limited. As a Technical Support Engineer, you will be responsible for providing technical assistance and support to our clients.Key Responsibilities:Provide technical support and assistance...

  • Technical Support Specialist

    2 days ago

    Ashford, Kent, United Kingdom Rise Technical Recruitment Limited Full time

    Job DescriptionJob Title: Technical Support EngineerJob Summary: We are seeking a highly skilled Technical Support Engineer to join our team at Rise Technical Recruitment Limited. As a Technical Support Engineer, you will be responsible for providing technical assistance and support to our clients.Key Responsibilities:Provide technical support and assistance...

  • Technical Support Specialist

    5 days ago

    Ashford, Kent, United Kingdom Rise Technical Recruitment Limited Full time

    Job OverviewRise Technical Recruitment Limited is seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing technical assistance and support to our clients.Key ResponsibilitiesProvide technical support and assistance to clients via phone, email, and in-personTroubleshoot and...

  • Technical Support Specialist

    2 days ago

    Ashford, Kent, United Kingdom Rise Technical Recruitment Limited Full time

    Job OverviewRise Technical Recruitment Limited is seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing technical assistance and support to our clients.Key Responsibilities:Provide technical support and assistance to clients via phone, email, and in-personTroubleshoot and...

  • Technical Support Specialist

    2 days ago

    Ashford, Kent, United Kingdom Rise Technical Recruitment Limited Full time

    Job OverviewRise Technical Recruitment Limited is seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing technical assistance and support to our clients.Key Responsibilities:Provide technical support and assistance to clients via phone, email, and in-personTroubleshoot and...

  • Technical Support Specialist

    4 days ago

    Ashford, Kent, United Kingdom Rise Technical Recruitment Limited Full time

    Job DescriptionJob Title: Technical Support EngineerJob Type: Full-timeIndustry: ManufacturingCompany: Rise Technical Recruitment LimitedLocation: AshfordJob Type: PermanentSalary: £28,000 - £30,000 per annumJob Description:We are seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible...

  • Technical Support Specialist

    4 days ago

    Ashford, United Kingdom Rise Technical Recruitment Limited Full time

    About the RoleWe are seeking a highly skilled Technical Support Specialist to join our team at Rise Technical Recruitment Limited. As a Technical Support Specialist, you will play a crucial role in assisting the design process from cradle to grave, producing technical drawings and using AutoCAD and CNC software to deliver bespoke engineering products.Key...

  • Technical Support Specialist

    5 days ago

    Ashford, United Kingdom Rise Technical Recruitment Limited Full time

    About the RoleWe are seeking a highly skilled Technical Support Specialist to join our team at Rise Technical Recruitment Limited. As a Technical Support Specialist, you will play a crucial role in assisting the design process from cradle to grave, producing technical drawings and using AutoCAD and CNC software to deliver bespoke engineering products.Key...

  • Senior Technical Business Analyst

    3 months ago

    Ashford, United Kingdom SAGA Full time

    Job Introduction Senior Technical Business Analyst Salary £ 48,000 - £5 5 ,000 Permanent Ashford Hybrid - Twice a month in the Ashford Office  Here at Saga, we’re looking for a Senior Technical Business Analyst to come on board our Enterprise Application Development team. This is a hybrid role where you can work flexibly...

  • Freight Operations Support Analyst

    3 weeks ago

    Ashford, Kent, United Kingdom Global Technology Solutions Ltd Full time

    Position Overview:As a Freight Operations Support Analyst at Global Technology Solutions Ltd, you will play a crucial role in ensuring the seamless functioning of our technical support services. This position is designed for individuals with a solid background in freight forwarding and technical support, who are ready to tackle challenges in a dynamic...

  • 2nd Line Application Support

    2 months ago

    Ashford, United Kingdom Constant Recruitment Ltd Full time

    2nd Line Application Support Role - Nights Ashford, Kent (Hybrid) Up to £30k 10:30pm to 6.30am (4 days on and 4 off) Do you have experience in 1st or 2nd Line Support and are looking to advance your career? Are you a strong communicator who thrives in fast-paced environments? Interested in technology and up for significant challenges? Would you like...

  • Advanced 2nd Line Support Technician

    2 weeks ago

    Ashford, United Kingdom Constant Recruitment Ltd Full time

    2nd Line Application Support Role - Night ShiftsLocation: HybridSalary: Up to £30,000Working Hours: 10:30 PM to 6:30 AM (4 days on, 4 days off)Are you looking to elevate your career in technical support? Do you possess a strong background in 1st or 2nd Line Support? If you are a proficient communicator who excels in dynamic environments and has a passion...

  • Advanced Technical Support Agent

    2 weeks ago

    Ashford, United Kingdom Constant Recruitment Ltd Full time

    2nd Line Application Support SpecialistLocation: Remote with occasional office presenceSalary: Up to £30,000Are you an experienced professional in 1st or 2nd Line Support looking to elevate your career? Do you excel in communication and thrive in dynamic environments? If you have a passion for technology and are ready to tackle significant challenges, this...

  • Freight Support Technician

    3 weeks ago

    Ashford, Kent, United Kingdom Global Technology Solutions Ltd Full time

    Position Overview:The Freight Support Technician plays a crucial role in ensuring the seamless operation of technical support within the freight forwarding sector. This role is based in a hybrid work environment, combining both onsite and remote work.Key Responsibilities:1. Utilize IT software effectively to navigate and resolve technical issues.2. Provide...

  • Senior Technical Business Solutions Analyst

    18 hours ago

    Ashford, Kent, United Kingdom SAGA Full time

    About the RoleWe are seeking a highly skilled Senior Technical Business Solutions Analyst to join our Enterprise Application Development team at Saga. As a key member of our team, you will play a crucial role in understanding the needs of our organization and developing technical business requirements to support projects across all of Saga's businesses.Key...