Application Support Specialist
1 month ago
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 OverviewYou 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, including 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.
- 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.
£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.
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