Client Support Analyst
Summary:
We are a software development company specialising in providing online retailing platforms for the transport industry.
In the last year, we have sold over six million train tickets for our two major UK Clients.
As a Client Support Analyst, you will act as a link between our external Service Desk and our internal business-as-usual developers.
An average day will see you receiving triaged customer issue reports relating to the App and Website from our external Service Desk and applying product knowledge to create clear bug reports and acceptance criteria for our internal Development Team.
The role requires regular contact with external clients. As such, excellent verbal and written communication skills, paired with a friendly, patient demeanour are essential.
What you’ll do:
1. Act as a contact point for cases received from the external Service Desk, ensuring they are met with prompt and professional response.
2. Apply product knowledge to create workarounds that minimise customer impact.
3. Perform analysis using system logs and AWS Quicksight reporting to quantify the impact of incidents.
4. Reproduce issues to aid root cause analysis.
5. Provide regular and timely updates to the external Service Desk and our clients, regarding the status of their reported issues, en...