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2nd Line Application Support Specialist

2 months ago

Bury St, Suffolk, United Kingdom Cooper Lomaz Full time

Job Title: 2nd Line Application Support Specialist

Company Overview:

Cooper Lomaz is a leading recruitment agency that specializes in placing talented professionals in top companies. We are currently working with a local SaaS business that is seeking a skilled 2nd Line Application Support Specialist to join their growing team.

Role Overview:

You will be responsible for providing remote, customer-facing application support to the business's customers. This includes triaging tickets, responding to inbound requests, and working closely with the wider IT team to resolve issues.

Key Responsibilities:

  • Provide 2nd line application support to customers, resolving issues in a timely and efficient manner.
  • Triage inbound requests, assigning them to the relevant team members and managing customer expectations.
  • Process data requests, ensuring they meet the company's guidelines and policies.
  • Document resolutions 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, with the ability to listen, document, and build relationships with end users.
  • Willingness to learn and develop within the role, with a focus on growing with the company.

Benefits:

  • Competitive salary of £35,000 - £40,000 per annum, depending on experience.
  • Opportunity to work with a leading SaaS business and contribute to their growth and success.
  • Chance to develop your skills and knowledge in a dynamic and supportive team environment.