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!