Support Analyst
1 week ago
About the business
Tiger is a software company specialising in business intelligence and data analytics. Our Prism software is a market-leading data analytics platform for workplace collaboration solutions.
Our success is built upon strong client and partner relationships and by developing great software that informs and transforms how businesses make decisions from their data. Our reputation is predicated around the results we deliver for our clients across both the private and public sector.
We feel privileged to have an outstanding list of clients that use our software including HSBC, Airbus, Maersk, Lloyds and the NHS.
We seek a talented and committed 1st Line Support Analyst, with the ability to think strategically, possessing the knowledge and experience to be able evolve and improve how we deliver our services to our clients. Reporting to the Support Team Manager, the primary purpose of this role will be handling customer support cases, covering all aspects of service and support.
Responsibilities
As a Support Analyst, you will be working closely with colleagues in a small team, within a small company handling many customers with myriad support requests. The role requires strong inter-personal/customer service skills, a high level of accuracy and attention to detail. The Support Analyst must be adept at time-management so that tasks are handled as efficiently and effectively as possible, in line with SLA's and the demands of a fluctuating workload. This role requires a great deal of teamwork as well as individual responsibility.
- Handle inbound calls to the Support team.
- Manage and own cases (incidents) on behalf of customers.
- Pick up 1st line support enquiries.
- Complete 1st line fixes.
- Continual Improvement.
- Identify Process improvements.
Skills & Experience
- Knowledge of ISO27001
- Ability to interact with employees at all levels, including Board
- Customer management
- Time management
- Task management
- Team player
- Documentation writing
- Sales minded – add-on sales
- Motivation
- Calm/level headed
- Previous use of Salesforce is desirable
- ITIL qualified or ITIL experience a benefit
Benefits
- £24,000 to £27,000, comprising a base salary + benefits.
- 24 days holiday per year + your birthday off
- Pension scheme
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