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Are you ready to step into an exciting opportunity with a global SaaS organisation? My client is looking for a Dedicated Support Analyst to join their fast-paced growing organisation! Location - Fully Remote Salary - £27,000 - £32,000 Start Date - ASAP As part of the Customer Support team, you will be responsible for managing and maintaining the relationships with their customers after the implementation process. You are the first point of contact for the customer and are proactive in finding workarounds to your customer's issues and enhancement requests as well as following up internally on the resolution of these issues, defects or enhancement requests. Primary activities include issue diagnosis, troubleshooting, and incident management. The Support Analyst will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction. The Role: Respond in a timely fashion to contact from customers, resellers, and professional service engineers, via phone, email and electronic incident submission. Effectively interact with customers of all ability levels to understand the customers request and rapidly assess severity level. Define, research, and resolve customer issues in a timely accurate manner, routing non-technical issues to appropriate personnel using approved business processes. Provides timely updates to the customer, coworkers, and management on the status of outstanding issues. Maintain status of issues in the call-tracking system and perform appropriate follow-up on escalated issues. Conveys customer feedback to appropriate business areas such as Marketing, Product Management and Development. Contribute, review and maintain knowledge base content on an ongoing basis. Understand the customer's configuration, context and practices About you: Bachelor's degree in Computer Sciences (CS) or Management Information Systems (MIS) and/or 1-2 years of experience in a similar position Minimum of 2 years experience working in a technical support environment Minimum of 2 years in a customer service environment Ability to take ownership of complex issues/assignments and follow through to completion Demonstrates aptitude to prioritise and handle multiple issues simultaneously Effective oral and written communication skills Strong attention to detail and accuracy Ability to work independently in a fast-paced technical environment Team player Competencies: Microsoft Operating Systems Microsoft Office Suite Internet and networking technologies Zendesk Jira Exposure to Project Management theory and/or practice (desirable but not essential) Familiarity with System Development Life Cycle (desirable but not essential) If you thrive in a fast-paced environment, possess exceptional customer service skills then we invite you to apply for this exciting opportunity. If you would also like to discuss this role in more detail, please contact the Pursuit Office on .
Are you a tech-savvy individual with a passion for customer service? Do you enjoy assistant customers with technical queries and resolving product faults? Looking to secure a 9-5 offering a work/life balance? If yes, we have the perfect opportunity for you... Company Overview: Join a market-leading manufacturer that has experienced significant growth and shows no signs of slowing down. With a strong reputation for quality products and exceptional customer service, our client is seeking a talented Product Support Engineer to join their team. Position Overview: As a Product Support Engineer, you will be responsible for assisting customers with queries and resolving product faults. Exceptional customer service skills are essential, as you will work closely with customers to ensure their issues are resolved promptly and effectively while maintaining clear and concise communication throughout. Key Responsibilities: Provide technical support to customers via phone, email, and live chat Troubleshoot and resolve product issues efficiently Document and track customer inquiries and resolutions Collaborate with internal teams to escalate and resolve complex issues Continuously strive to improve customer satisfaction and product support processes Requirements: Strong technical interest and aptitude, with a background in product support preferred Exceptional customer service and communication skills Ability to troubleshoot and resolve technical issues effectively Ability to work independently and as part of a team The Package: Monday to Friday, 8.30am - 5pm £22,000 DOE Relaxed & supportive working environment with fantastic career opportunities
About the role We have an exciting opportunity for an Application Support Analyst toprovide professional and responsive support for off-the-shelf and bespoke software to agreed SLAs, facilitating end to end Incident and Problem resolution. This is a full-time permanent post and offers hybrid working spending 2 days based in our Oldham office and the remaining 3 days working remotely. This Applications Support Analysts is a key position within our IT service and will support by overseeing the installing, configuration, and implementation of computer applications, identify areas for potential improvement and make recommendations as to the selection and customization of applications to best align with user needs and the organisations long-term goals by making application changes. You will be responsible for provide ongoing assistance for application users, including troubleshooting problems and resolving issues. managing incidents and problems for applications, keeping customers informed of progress and managing internal and external suppliers. Perform routine support tasks and system admin duties, working with internal and external teams to resolve more complex requests and ensure continuation of service. You will provide triage for application-based faults, bugs, and user queries, resolving or escalating as required. Identify and escalate major incidents, acting as a key part of the major incident resolution team. Monitor non-production and production processes, integrations, and systems, carrying out necessary remedial action to avoid interruption to service. Administer changes to data and systems, including optimisation of systems. Analyse error trends to ensure effective and efficient problem management to reduce repeat incidents. What we're looking for To be considered for this position you'll need to have a minimum of 3 years' experience working in Application support ideally in a similar organisation and accomplished in 1st/2nd line application support maintaining enterprise applications with a good appreciation of applications design & development including database and infrastructure technologies. We're a customer-focussed organisation so we know that how we do things is just as important as what we do. In addition to being an established application support analyst, you'll also have great customer service skills and be able to demonstrate the below essential experience: Excellent troubleshooting, problem solving & delivery skills coupled with a good understanding of ITIL support processes. Up-to-date knowledge of scripting, coding, and application software Proven experience of supporting; PaaS and SaaS solutions include MS Azureintegrations. Awareness of structured development, analysis & project management methodologies Proven experience of documenting system maintenance and development activities Excellent customer service skills with ability to communicate effectively at all levels and work with cross-functional teams. Demonstrate the Guinness Behaviours Desirable: Understanding context of social housing. Experience supporting, maintaining, and configuring NEC Housing (Northgate) or MS Dynamics CRM. Experience of working across different business areas, demonstrating customer focus and good corporate awareness Essential Qualifications: Educated to Level 2 (C or Grade 9 to 4 GCSE or equivalent) or higher. Microsoft Azure Fundamentals or equivalent If you're interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the role profile. To be considered for this role please follow the online application process by submitting your CV and cover letter, ideally as one PDF or word attachment.