Software Support Analyst

Description:

Our client is looking for a Software Support Analyst to join their team on a fixed-term contract. It is an exciting opportunity for an innovative, flexible candidate with a strong interest in IT software applications. You will provide support to customers, both with technical and functional help. This is a 10-month, fixed term contract.

Our client is looking for a Software Support Analyst to join their team on a fixed-term contract. It is an exciting opportunity for an innovative, flexible candidate with a strong interest in IT software applications.

You will provide support to customers, both with technical and functional help. This is a 10-month, fixed term contract.

Key Responsibilities:

Investigate and resolve reported issues
Log, prioritise and keep issues up to date on the issues tracking system, ensuring that you work to ITIL standards.
Work with customers in reproducing issues in order to find resolution as thoroughly and quickly as possible
Research issues and interrogate support materials and documentation to source solutions
Escalate issues to team leaders and management as appropriate.
Monitor the Cloud system and proactively investigate performance issues to avoid problems before they are reported by customers.
Ensure customer success through the system and also being aware of all products to advise customers on how we can support them with all the group services.
Log bugs with Development and manage customer expectations regarding delivery of fixes
Perform customer call backs and monitor calls through to resolution
Actively manage customer satisfaction and provide timely updates on call progress
Pursue system traces or queries concerning customer databases in order to gather enough information to be able to triage calls
Assist in the smooth migration of current on-premise customers to use the Cloud System.
Carry out supplier account creation and administration ensuring the process is managed and runs smoothly.

Experience and Skills Requirements

Candidates will preferably be educated to Degree level or have good A level qualifications
Experience of working in a customer facing or customer service role would be beneficial
Proven technical application support experience is required
Experience of troubleshooting and service support is required
Working knowledge of web protocols and infrastructure required
SQL Query experience required
High energy team player who is able to self-manage
Good attention to detail and accuracy
Excellent verbal and written communication skills
Ability to create and maintain strong work relationships both with customers and internally.

If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted