Senior Software Support Analyst

Job Description

Senior Software Support AnalystSoftware Support / Customer Support / SQL / ETL / Coventry / PermanentMy client, a market leading, and rapidly growing global software company are looking for a passionate and experienced Senior Support Analyst to join the team.I am looking for someone who wants to build a career in a highly effective and driven Customer Support environment. Youll need to be excited by moving quickly and growing fast and you will certainly enjoy the rewards this brings.This role will be remote initially but will be based out of their Midlands head office in Coventry in the long term.Key Responsibilities:*Deliver exceptional customer service and support to resolve issues relating to products and/or their conversion using remote online tools such as TeamViewer, VPN, RDP, etc), to Best Practice standards*Triage and process the support case queue to ensure the team respond and communicate in a timely manner against SLAs. This can be via Phone (Zoom) and Email/Jira as required.*Take ownership of support cases and conduct detailed troubleshooting to identify the cause of a problem, provide workaround resolutions, root cause analysis, and major incident management.*Quickly diagnose system hardware, O/S, and application issues and implement corrective actions and end-user training. Send more complex problems through to the appropriate team/consultants.*Perform detailed validation of customer ETL process and data when required to confirm/diagnose customer support issues.*Ensure that solution and application support documentation is maintained to the highest quality and accuracy.*Act as an internal escalation route for all Tier 1 and 2 support issues.*Provide reporting as required to Customer Support Manager.*Work with technical services team to help with support escalations.*Work with Product & Platform team to plan and anticipate issues/bugs.*Be a coach to other members of the team and act as a mentor in helping to develop the experience and knowledge of the overall support team. *Use Jira and Hubspot for maintaining project information and contact details, to document, track, monitor, and report support cases. Key Skills and Experience required:*Demonstrable experience working in a similar Software Support role in a senior capacity.*Experience dealing with hosted support cases or requests via email, telephone, and in-person.*Previous experience supporting hardware and software issues*Excellent Communicator*Proficient in Microsoft Office Suite (Excel, Outlook, Word)*Experience with Microsoft SQL Server 2012+ and comfortable writing T-SQL queries*Experience with ETL processes (SQL /SSIS / Batch Scripts / Command Line)*Experience working with data sources SQL / DSNThis is a great opportunity to join an established company during an exciting period of growth and continued success. The salary on offer is £35,000 - £45,000 plus a comprehensive benefits package!Please apply ASAP to be considered.Software Support / Customer Support / SQL / ETL / Coventry / PermanentSpring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.By applying for this role your details will be submitted to Spring. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website. Required skills

Customer Support

ETL

SQL

Software Support

Keyskills :
Customer Suppt ETL SQL Software Suppt