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1st Line Support

About the role

A successful software company based in Longbenton are looking to bring on a first-line Support Analyst who will be the customer’s first point of contact, providing technical support to clients for their bespoke transport management software and supporting the roll-out of new software solutions.

You will be rewarded with bonus schemes, training, and a salary of up to £26,000.

The ideal candidate will be experienced in delivering first-class support to customers and collaborating with the wider team to quickly resolve queries.

You will be responsible for:

  • Providing first contact technical and email support of bespoke TMS software.

  • Follow triage, incident, and service request procedures in accordance with service levels.

  • Utilise Salesforce Service Cloud ticketing system while fulfilling service requirements.

  • Maintain a high-quality service to our customers.

  • Managing multiple cases at one time, ensuring case notes are up to date.

  • Diagnosing and resolving incidents using remote access tools and verbal instructions.

  • Installing and configuring software.

  • Following up with clients to ensure the problem is resolved.

  • Escalate more complex cases to 2nd Line Technical Support, with full and detailed notes.

To be successful in this role you should have:

  • Exceptional customer service skills.

  • The ability to support non-technical customers and explain complex IT concepts in simple terms.

  • Excellent organisational skills with the ability to manage priorities.

  • The ability to troubleshoot a variety of issues and resolve user issues.

  • Ability to work on your own initiative and make balanced decisions.

  • A commitment towards delivering quality customer service.

There are plenty of opportunities in this role to develop your skills and take the next steps in your career with a company that invests in its training and support schemes.

If you’re interested in this Support Analyst position, click apply now and a member of our team will be in touch!

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