Client-Facing Resolution Expert

1 day ago


Chelmsford, Essex, United Kingdom Eurobase People Full time
About Us:

Eurobase People is an international software and service provider to financial institutions in over 25 countries.

We provide enterprise-wide solutions for insurance companies, banks, and other financial institutions as well as IT recruitment services.

We pride ourselves on our personal approach, ensuring we deliver the support and flexibility our customers need and the service they expect.

We have become a recognised leader in technology to the reinsurance, commercial, and captive insurance sectors as well as banks and other financial institutions.

We also have a successful specialist IT recruitment business providing both contract and permanent services within the UK and Europe.

About the Role:

This is an exciting opportunity to join our team as a Support Analyst and be part of delivering exceptional support services to our global clients.

You will be working in a fast-paced environment, collaborating with peers and other colleagues to ensure excellent client satisfaction through direct support and problem resolution.

The primary goal is to respond quickly, communicate effectively, investigate various issues, and promptly resolve or escalate them, while also being involved in the delivery of change requests.

Responsibilities:

  • Triage and investigate a wide range of business and technical incidents and requests, to either resolve them or to understand what the next steps are.
  • Gather the appropriate diagnostic data for the different types of issues.
  • Provide professional, clear, and timely communication with clients and internal staff alike, both in writing and verbally.
  • Comply with contracted support terms, including meeting SLAs and ensuring that the support provided is within the support scope.
  • Contribute to the knowledge base with articles for common problems.
  • Ensure the majority of your time is on chargeable client activities, with most of the rest of the time being used for day-to-day operational and continual improvement activities.
  • Attempt to replicate issues internally so they can be debugged by other team members.
  • Collaborate with other teams as required by the tasks at hand, including Technical Services in the support of Azure hosted environments.
  • Work with third parties in our support of clients, including providers of business intelligence tools and hosted services.
  • Test a range of fixes and code changes.
  • Manage tickets to meet resolution SLAs and reduce the unresolved ticket backlog.
  • Gather ticket data, analyse trends, and share findings. A pro-active approach is welcomed.
  • Gather SLA data, produce reports, analyse root causes of failures, and propose improvements.
  • Ensure continuous improvement of role and development of self.
  • Seek to continuously improve the quality and value of outputs by working with key colleagues.

Salary: £38,000 - £55,000 per annum, based on experience and qualifications.



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