Customer Support Analyst

2

Role: Customer Support Analyst

Location: Home / Sheffield (Hybrid)

Salary: £25-30,000 plus benefits

We are looking to recruit a Support Analyst to provide helpdesk support, platform configuration and other services to our customers.

Responsibilities:

First and second line support responsibility, ensuring that the customer's issues are clearly understood.
Where possible/necessary, replication of the issues to enable the identification of the cause and potential resolution(s).
Effective management of problems, escalating to more senior colleagues subject to urgency and/or the need for assistance.
Configuring software as required.
Communicate effectively with customers in advance of agreed tasks, provide progress updates during tasks and on completion, highlighting issues and recommending follow on actionsEssential Competencies:

Good customer service skills and ability to deal with customer queries and complaints
Motivated to learn and prepared to learn new skills, both commercial and of a technical (IT) nature
Calm under pressure
Excellent communication skills, both written and verbal
Positive, proactive and self-motivated individual