Support Analyst

2 days ago

Newcastle Upon Tyne, United Kingdom Ronald James Full time

We are looking for client-orientated Support analysts to help establish our clients reputation as a company offering excellent support from sales to post-sales. To be successful in this role, you should be an excellent communicator willing to help and supportcustomers.

**What you will do**:

- To update and document external client issues and own and prioritise the list of open cases and coordinate the responses for 2nd and 3rd line support questions
- Help customers use specific features
- Analyse and report product bugs and follow-up with customers once fixed
- Create and maintain user FAQs
- Setup new clients and users
- Maintain and improve approval processes for user on-boarding
- Ensure quality of data on users is consistent and up to date in OTCX
- Gather customer feedback and share with product, sales, marketing teams - Produce monthly user and activity reports
- Create and maintain up to date lists of users / client coverage for existing and prospects - To maintain error logs in coordination with Technology

**Who you will be**:

- Excellent communication, listening and questioning skills
- Comfortable with Excel / Word / Outlook
- Preferably prior experience in a support role technology / software / financial services

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