2nd Tier Customer Support Analyst, Social Care
Customer Service, Idox Software
Pune, Maharashtra India
About the role
We are actively seeking to recruit a candidate onto our Social Care team to assist in the support of primarily our Directory Platform, with some cross-skilling on our EHC Hub as we are looking to merge two teams into one larger support team. The ideal candidate should have experience in web application support, troubleshooting and experience working with Developers to ensure rounded experience for our customer base.
Joining Idox as a 2nd Tier Service Desk Analyst opens up a number of career paths including Web Development, Project Management and Professional Services, consulting and advisory work. As a member of the Service Desk team within the Public Sector Software Division, a 2nd Tier Service Desk Analyst also sets out a first-class Customer Service career path.
This particular role supports our Social Care customers and software users. Delivered as software as a service (SaaS) solutions, Idox hubs and portals enable self-service and provide efficient and easy access to family, childrens and special educational needs and disabilities (SEND) services. To support these essential services, youll take full ownership of support incidents, fully investigating and effectively progressing each service ticket to the point of satisfactory resolution. Youll be keeping all parties up to date on progress, ensuring that all incident records are accurately logged and fully completed, paying close attention to compliance, process and recording, as well as fully supporting our customer.