Customer Support
2 months ago
As a leading supplier of software to the retail and wholesale sector, we are seeking a Technical Customer Support Analyst.
Role Summary
The role of a Customer Support Analyst is varied. It includes the day-to-day management and resolution of support calls, being involved in customer implementation work and supporting other internal business departments as required.
Day to Day manage
Main Job Tasks and Responsibilities
- Respond to and follow up customer support calls (1st, 2nd and 3rd line support)
- Identify, diagnose and resolve customer issues / requests
- Support and be involved in customer project work as needed
- Update internal systems with regards to work activity and any required documentation
Key Tasks
- To investigate reported incidents/problems with BCP packages
- To provide help and advice to customers in the use of BCP package software
- To ensure customers are informed of progress on all issues
- To manage and prioritise own outstanding issues list
Additional Duties
- Liaise with internal departments to progress projects and or the resolution of customer issues
- Undertake customer project work under the guidance of project managers and implementers
- Be required to work on customers’ sites from time to time
- Be required to provide out of hours telephone support for customers from time to time
- Perform other duties from time to time as required
Qualifications and experience
- PC literate with good knowledge of Microsoft Office
- Problem solving skills
- Excellent written and verbal communication skills
- Ability to work in a team and independently
Remuneration/Benefits
- Salary: Dependent on experience
- Pension Scheme (including PHI and Death in Service benefits)
- 37-hour week
- 22 days’ holiday moving to 27 days
- Must live within one hour’s drive of Stockport
Responsible to: Customer Services Manager
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