2nd Line Support Analyst
Ulverston
£34,000 Base + Benefits
My client is an exciting high growth Technology business within the e-commerce software sector, with a focus on proving a POS system to independent retailers within the Cycle, Equestrian, Lifestyle, fashion and Outdoor sectors.
Alongside the software products, my client also offers Digital Marketing Services such as managed Google Shopping Campaigns, Email Newsletters, Email Automations and On-going Design Services delivered by their very own design team based in the Manchester Offices.
Due to growth, they are looking for a driven and passionate 2nd Line Support Analyst to join the Support team.
The successful candidate will play a crucial role in investigating and resolving advanced technical issues. This position requires a blend of technical expertise, customer service experience and strong analytical skills.
Full training on our systems will be provided through an extensive onboarding process.
Key Responsibilities:
- Investigate and resolve advanced technical issues related to our Cloud POS systems.
- Provide timely, accurate, and professional responses to customer enquiries and issues.
- Utilise SQL and other technical tools to diagnose and troubleshoot system problems.
- Document and track all support interactions and resolutions in our Dynamics 365 system.
- Contribute to the development and maintenance of support documentation and knowledgebase articles.
- Communicate effectively with customers, providing clear explanations and solutions to complex issues.
- Participate in ongoing training and development to stay current with our product updates and industry trends.
- Escalate unresolved issues to the appropriate internal teams in accordance with internal processes.
Requirements:
- Proven experience in a customer service or technical support role, preferably in the software or technology industry.
- Strong technical background with the ability to understand and troubleshoot complex systems.
- Experience with SQL is highly desirable.
- Excellent written and communications skills.
- Strong analytical and problem-solving skills.
- A curious and thorough approach to investigating and resolving issues.
- Ability to work independently and as part of a team in a fast-paced environment.
- High level of attention to detail and accuracy.
- Familiarity with POS systems or cloud-based solutions is a plus.