customer support analyst

Description:

Customer Support Analyst

Location: Southampton

Hours of work: full time 

Shifts are 4 days on/4 days off covering Monday to Sunday current shift patterns are 7am until 7pm and 9am until 9pm.

Dynamite recruitment is currently working in partnership with a very well-established business who are based in the Southampton area.

Due to changes within the business our client is looking to expand a specialist team and requires a customer support analyst immediately.

As a Customer Support Analyst you will be responsible for reporting to the / depth investigations carried.
 
Your key duties would include the following:

To troubleshoot and resolve complex issues and escalations
Acting as a first point of contact for customer calls
Use the internal system to log and update calls
To support with software related issues
Providing regular updates when required to relevant parties- both internally and to customers
Acting as an escalation point to resolve and troubleshoot complex issues
Documenting all aspects of the work using the internal system
Collaborate with 3rd party supplier
To provide support to customers from start to completion
Be able to take ownership of a task to see it through to completion and to exceed expectations whenever possible.
Support with the roll out of new software/hardware releases  
As a Customer Support Analyst you will have / be

2 years + in technical helpdesk support role. 
To be self-motivated and a contributing member of the team
Be able to manage/prioritize their own workload so tasks can be completed to a customer’s satisfaction and meet Service Level Agreements where necessary.
Good time management.
Ability to work under pressure.
NVQ1/GCSEs and above (or equivalent) in key competencies
Excellent Customer Service Skills
A good understanding of IT based systems
Ability to work in a pressurized environment
Problem analysis/problem solving
Must be able to communicate effectively with all levels of users.
Great problem-solving skills and a desire to achieve
High level of knowledge and understanding of Windows Operating Systems To be considered please submit your CV asap