2nd Line Support Analyst

Job Description

We are looking for a 2nd Line Support Analyst to work from Leeds in a hybrid (office/ home) based role on a permanent basis. We are a small team with high flexibility and tasks vary day to day. There is good opportunity for career progression with increasedexposure to and involvement in the technical/development side of the business and full autonomy when dealing with clients.We offer a competitive benefits package which includes life assurance, private medical cover, income protection, company pension, and 25 days annual leave, as well as additional flexible benefits to suit your lifestyle and enhance your well-being.RequirementsKey duties and responsibilities: Dealing directly with clients on a daily basis to field 1st and 2nd line support requests,ensuring client queries get a rapid response. Escalating where necessary to engineering.Taking ownership of support tickets, ensuring they are actioned, and clients are keptinformed of progress. Assisting clients with access to and understanding of their data and providingguidance in the use of our services Configuring our systems at a basic technical level to instance new services and updateongoing services in line with client briefing Assisting members of the public where they have questions regarding their interactionwith our systems and clients Updating/helping to produce internal and external documentation of procedures andHowTos Taking part in requirement gathering that informs direction of future developmentsand projects. Taking part in testing of new products and features and feeding back to engineering.Essential Skills: Good communications skills and a professional attitude to meeting customerrequirements Ability to work for extended periods without supervision and to take soleresponsibility for tasks. Diligence and attention to detail. Numerical literacy and basic data analysis capability Office 365Beneficial skills: Experience with support ticketing systems e.g. Zendesk Basic understanding of databases and SQL Experience using FileMaker would also be an advantageBenefitsAbout e-ClinicWeve been in business for over 20 years, and were known for constant innovation andgreat customer service. We were one of the first companies in the UK to offer easy touse clinic management software and have worked with some of the biggest names inprivate healthcare.e-Clinic were one of the first practice management systems to introduce Textmessaging, email marketing and integrated card payments. Weve listened to our clientsand learnt from their experiences, and thats why e-clinic is now considered one of thebest and most reliable software platforms in private healthcare. Over two decades,weve grown larger, and our software has continued to improve and innovate, but ourcore team remains friendly and accessible.In 2021, we became part of ClearCourse, a group of innovative technology companies.ClearCourse companies provide integrated software solutions that grow with yourbusiness and help you achieve your goals. By working with a ClearCourse company, youbenefit from a technology partner with a deep understanding of your organisationalchallenges, the security that comes from private equity backing and the collective yearsof experience across the group.Our Values

• Future-Proofed - we seek out innovation and we continually strive for progress
• Approachability - were approachable and we communicate with respect and empathy
• Integrity - we will only do what we believe to be the right thing
• Responsibility - we are accountable for ourselves, our organisation and the world around us

At ClearCourse we are committed to an inclusive culture and are keen to attract diverse individuals who thrive in a flexible working environment. If you have a disability or need any reasonable adjustments during the application and interview stages,please let us know.

Keyskills :
SQLIT Support1st line support2nd line support