Support Analyst

Job Description

Support EngineerRemote£22K- £28K (+ bonus + on call allowance)A Technical Support Specialist is required for our data client based in Warrington. As part of the Customer Operations Team, the role is primarily responsible for providing technical support and assistance to the organisations customers in the EMEA regionand beyond, in line with Service Level Agreements and Key Performance Indicators. The role will involve an element of weekend and on call working on a rota basis. The role is open to hybrid working. You will be the kind of person who is eager to learn newsoftware and finds it easy to understand the customer problem and provide the best solution. You will take onboard customer feedback and look for improvements both to process and product.Role RequirementsThe Support Specialist will have responsibility for, and be involved in, the following activities:Act as a mentor and guide to reseller/partner support teams.Maintain a level of excellence in their handling of service related incidents.Maintain awareness and understanding of policies and procedures to ensure a consistent approach to working practices.Maintain up to date knowledge of product improvements, bug fixes and new features for the software suite.Contribute to the knowledge database for customer and reseller reference.Properly report feature requests, improvements and bugs.Ensure customers are kept fully updated on the progress of their incidents.Be ready and available to liaise with any other department to offer technical support or information as required.Assist in operational and user acceptance testing as required.Identify and report on incident patterns trends to encourage a better customer experience.Escalate any customer communications which evolve beyond incident resolution.Respond to network alerts for first line network administration.Escalate complex network problems via the Network Operations Specialist.Ensure that all incidents are logged and tracked in the CRM.Assist with presales activities and customer onboarding as required.Maintain an awareness and interest of industry related topics.Ensure handovers between global teams are seamless to the customer.Essential RequirementsWork ExperienceBespoke IT systems and softwareMinimum 1 years support desk experienceWindows desktop/serverCloud based architecture.SaasCustomer facing roleSkills / AttributesExcellent communication skillsAbility to adapt communication based on with appreciation of the various audiences (customer, peers and management, both technical and non-technical)Good command of the English languageAbility to learn new technologies and processes and skills quicklyExtrasAnnual BonusParticipate in weekend and on call rotaFlexible approach to working hoursCompetenciesPractical approach to fault finding and troubleshootingExperience in the following OS / Software / Applications / Services:.Windows.Office 365.Networking (TCP/IP)Desirable RequirementsQualificationsITIL certificationAny networking qualification to prove competency (CCNA, CompTIA)Work experienceDesktop support in a Customer facing role

Keyskills :
technicalsupport analyst