This role is suitable for an individual with SaaS experience in a similar role including Customer Support, IT Support, Technical Support, 1 st Line Support, 2 nd Line Support.
Location: Hybrid working role - 4 days office based in our Redditch offices (B98 9NR)
Salary: Up to £26,000
Enhance your technical knowledge by working on our inhouse software, gaining hands-on technical experience.
Work closely with our developers, QA testers, networking team and more!
Take advantage of our TelXLerator scheme giving you an excellent opportunity for development and career progression into teams such as Tech Ops (Networking) and QA.
We are currently looking for a Technical Support Analyst to join our Partner Support team where you will act as the technical point of contact for our partners when their first line support is unable to resolve errors, faults and bugs in our live software.
If you are passionate about delivering customer service excellence, this role is for you!
You will;
Provide support to our customers and communicate effectively via email, our ticketing system and telephone.
Accurately log, track and resolve issues in a timely manner, working within the help desk agreed SLA's.
Work with our technical team to address and resolve customer faults and queries, escalating complex issues where needed.
Receive our monitoring alerts and recognise what actions need to be taken.
Use and update the FAQ knowledge base to reduce resolution times.
Fulfil out of hours responsibilities after 3 months probation, with support provided.
Why TelXL?
TelXL is an extremely exciting and successful business at a pivotal point in its twenty-year journey and were on the lookout for a Support Desk Analyst to join our growing Communications (CCaaS) business.
Our customers are at the heart of everything we do, but we cant build customer value through our product-lead strategy, without the right people in our team.
A career with us is not just a job, its the chance to be part of something bigger, to add real value to help us constantly improve, to achieve our ambitions. Were seeking enthusiastic, proactive individuals who thrive in a fast-paced setting and are eager to contribute to our success.
If you would like more information, please click 'Apply' or alternatively contact Laura Oxley at TelXL
(Technical Support, First Line Support, Technical Help Desk, Application Support, Service Desk Analyst and IT Support)
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