Support Analyst

Customer Support Analyst

I’m working with a cloud-based software company in Reading that provides unique CRM platforms to small and mid-sized businesses accross a variety of industries. The CRM software includes features such as contact management, lead tracking, sales forecasting, and marketing automation. They focus on customer service and support, with a team of dedicated customer Support Analysts to assist customers with onboarding, implementation, and ongoing usage of the software.

  Responsibilities

• Provide prompt and professional support to customers via email, telephone, and chat.
• Diagnose and resolve technical issues related to the CRM platform.
• Guide customers through product features and functionalities
• Log and track customer inquiries in the case management system
• Manage escalations and collaborate with colleagues and external providers to resolve issues.
• Run internal and external Knowledge Share sessions
• Update support documentation, FAQs, and knowledge base articles.
• Provide first-line support for internal IT issues and collaborate with external IT providers for complex problems.

Requirements

• Relevant Degree in IT, Business or Similar
• Passion for Tech / IT
• Excellent time management
• Strong customer service skills
• Desire to learn and develop
• Collaborative approach to work
   

This is a fully onsite role they are based in Reading and offer free onsite parking and offer a benefits including 25 days holiday + Bank Holiday’s, Private healthcare, Life Insurance, Pension