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Application Support Specialist
2 months ago
Job Overview:
Cooper Lomaz Recruitment is delighted to be supporting a local SaaS business in their search for a skilled Application Support Specialist to join their expanding team. This position is available on a full-time, permanent basis. You will be joining at an exciting time as the business continues to invest in the team, enhancing both the team and the service they provide.
Key Responsibilities:
- Provide 2nd line support to the business's customers, ensuring prompt and accurate resolutions to their issues.
- Triage inbound tickets, calls, and emails, assigning them to the relevant team members.
- Manage customer expectations by listening to their concerns and providing a clear understanding of the resolution process.
- Process data requests, ensuring they meet the company's guidelines and policies.
- Document resolutions and the steps taken, and distribute known errors to the team to enhance company-wide knowledge.
Requirements:
- Experience in a service desk or help desk environment is essential.
- Passionate about technology and keen to pursue a career in this field.
- SQL knowledge is desirable but not essential.
- Outstanding customer service skills – able to listen, document, and build relationships with end users.
- Willingness to learn and develop within the role.
Salary & Location:
- £35,000 - £40,000 per annum DOE.
- This is a fully office-based role in Bury St Edmunds.
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