Application Support Specialist

2 months ago


Bury St, Suffolk, United Kingdom Cooper Lomaz Recruitment Ltd Full time
2nd Line Application Support Consultant

Cooper Lomaz Recruitment Ltd is delighted to be supporting a local SaaS business in their search for a 2nd Line Application Support Consultant to join their expanding team.

Role Overview

You will be joining a business that fosters collaborative working, operating in a modern, open-plan office where you will be supported by senior colleagues. Your primary responsibility will be providing remote, customer-facing application support. This includes triaging tickets, and responding to inbound phone calls and emails related to issues with the products they produce.

Key Responsibilities
  • Provide 2nd line application support to the business's customers.
  • Triage inbound tickets, calls, and emails, assigning them to the relevant team members.
  • Manage customer expectations regarding ticket resolutions by listening to the issues they are facing and providing a prompt and accurate time frame.
  • 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. A driving licence is not essential for the role; however, the office is difficult to reach if you do not live locally. Candidates outside of Bury St Edmunds are recommended to drive, and parking is available onsite.



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