Software Support Analyst

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.

VR/06425