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Job Title:
Support Analyst
Reference:
3774
Location:
West Midlands
Package:
20000 + night shift allowance
Description:
Our client, a long established & successful Birmingham based software house is seeking a 1st Line Software Support Analyst due to their continued global expansion.
The Software Support Analyst is the main point of call for all Software Support issues, ensuring that all issues are logged and that all customers' receive professional support at all times.
Working hours are 7.5 hours per day, Monday to Friday, to be worked between 8:30am-17:30pm. Also, 1 week in 4 will be spent providing night support, which can be completed from home if preferred. The night shift will be Monday to Thursday only (no Friday or weekends) and working hours are 7.5 hours worked between 20:30pm-05:00am.
Specific duties will include:
Answering and logging calls of all Customer incidents.
Providing technical support remotely or by phone & email.
Liaising with colleagues to provide quick & effective resolutions for Customer Requests & Issues.
Ensure customers are kept up to date with issues reported.
Ensure all calls and relevant Customer documentation is kept up to date.
Trouble shoot software issues in an effort to achieve an accurate resolution as soon as possible.
Maintain a flexible approach to work allocation and react to changes in resource allocation.
Ensure the Support Desk is covered at all times when taking breaks/lunch.
Ensure that all agreed SLAs are met where possible and to escalate when not.
Keep a list of all current tasks and manage with regard to priorities and timescales.
Skills & Experience:
The successful candidate will have excellent communications skills, an enthusiastic personality and will be extremely customer orientated (good Microsoft Office experience as a minimum). Previous experience in a Software Support role is desirable (but not essential) along with the ability to gather & impart information in a positive way. Experience of resolving customer issues in a timely & professional manner would be highly beneficial.
On offer is a basic salary of c20000 + night shift allowance + benefits.
If you feel that you have the right skill-set to fulfil this role then please send your CV to c.booth@swindaleparks.co.uk or telephone Carl on 0121-585 6079 for an initial discussion.