Software Support Analyst

4 weeks ago

Guildford, United Kingdom 2i Recruit Full time

Our client is looking for a Software Support Analyst to join their team on a fixed-term contract. It is an exciting opportunity for an innovative, flexible candidate with a strong interest in IT software applications. You will provide support to customers, both with technical and functional help. This is a 10-month, fixed term contract.

Our client is looking for a Software Support Analyst to join their team on a fixed-term contract. It is an exciting opportunity for an innovative, flexible candidate with a strong interest in IT software applications.

You will provide support to customers, both with technical and functional help. This is a 10-month, fixed term contract.

Key Responsibilities:

  • Investigate and resolve reported issues
  • Log, prioritise and keep issues up to date on the issues tracking system, ensuring that you work to ITIL standards.
  • Work with customers in reproducing issues in order to find resolution as thoroughly and quickly as possible
  • Research issues and interrogate support materials and documentation to source solutions
  • Escalate issues to team leaders and management as appropriate.
  • Monitor the Cloud system and proactively investigate performance issues to avoid problems before they are reported by customers.
  • Ensure customer success through the system and also being aware of all products to advise customers on how we can support them with all the group services.
  • Log bugs with Development and manage customer expectations regarding delivery of fixes
  • Perform customer call backs and monitor calls through to resolution
  • Actively manage customer satisfaction and provide timely updates on call progress
  • Pursue system traces or queries concerning customer databases in order to gather enough information to be able to triage calls
  • Assist in the smooth migration of current on-premise customers to use the Cloud System.
  • Carry out supplier account creation and administration ensuring the process is managed and runs smoothly.

Experience and Skills Requirements

  • Candidates will preferably be educated to Degree level or have good A level qualifications
  • Experience of working in a customer facing or customer service role would be beneficial
  • Proven technical application support experience is required
  • Experience of troubleshooting and service support is required
  • Working knowledge of web protocols and infrastructure required
  • SQL Query experience required
  • High energy team player who is able to self-manage
  • Good attention to detail and accuracy
  • Excellent verbal and written communication skills
  • Ability to create and maintain strong work relationships both with customers and internally.

If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.

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