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Technical Support Analyst
2 months ago
We are currently recruiting for a Technical Support Analyst based in Birmingham who will focus on our client's workplace enhancement platform, understanding user queries, performing root cause analysis to triage and classify reported issues which could be software or hardware related.
You will need an analytical mindset and a desire to gain a breadth of both functional and technical knowledge across both software and hardware platforms.
Location: Birmingham
Length: Permanent, full-time
Environment: 50% hybrid working
Responsibilities:
- Performs appropriate triage activities to support response within service level agreements.
- Ensures timely and accurate updates to support tickets.
- Responsible for ensuring any issues or concerns with support service levels are escalated in a timely manner to enable action and resolution.
- Provide feedback to update, maintain and create relevant support guidelines and knowledge base, processes and procedures which contribute to improving the customer experience and reducing support related issues.
- Responsible for not just maintaining but improving customer satisfaction.
Key Experience:
- Previous experience in a technical or support role and ability to use varying tools and techniques to support issue resolution.
- Experience of working in an application support role or super user type role for SaaS products and/or with custom developed application solutions.
- Proven excellent customer communication and relationship building skills, with the ability to liaise at non-technical and technical level.
- Experience of a Service Management Framework (ITIL) would be advantageous but not essential.
- An inquisitive mind-set and a desire to learn.
