Hackajob Birmingham, England, United Kingdom
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hackajob Birmingham, England, United Kingdom
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hackajob is collaborating with OneAdvanced to connect them with exceptional tech professionals for this role.
We are looking for an experienced Senior Support Analyst to join our support desk team provide support to our customers and act as an escalation point for the wider team. You will be customer obsessed and able to demonstrate this through all your work ensuring we deliver an excellent service. This is an technical application role.
The successful candidate will maintain a focus providing an excellent level of support and ensuring skills are developed in the team you work within to increase our ability to resolve support requests during the first interaction with the customer.
What You Will Do
As a Senior Support Consultant, you will be responsible for handling incoming support calls and emails, undertaking any relevant issue investigation ensuring all key information is accurately captured
Ensure an exceptional level of customer service and satisfaction is met at all customer touch points
Perform and undertake all aspects of technical support service (telephone calls, web incidents, voicemails, call backs, e-mails etc.) to accurately diagnose problems, remotely monitor, pre-empt faults and ensure the successful resolution of issues.
What You Will Have
Effective problem solving skills
Well-developed oral and written communication skills
Well organised, with the ability to work proactively in a team in a busy environment
Experience with using Microsoft Windows and Microsoft office suite
What We Do For You
Wellbeing focused - Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral
Annual Leave - 26 days of annual leave, plus public holidays and the ability to buy additional days
Employee Assistance Programme - Free advice, support, and confidential counselling available 24/7 through Care First
Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
Development Programmes - From Future Managers to Leadership Training, our development programmes help you get where you need to go
Performance Bonus - Our Group-wide bonus scheme enables you to reap the rewards of your success
Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important
Pension Scheme - Our plan with Scottish Widows offers 5% matched contribution by the company
Income protection insurance - Providing you with support and assistance when you need it most
Recognition - Highlighting and rewarding the great work our people do
Performance & Talent - Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self
Making a Difference - we provide opportunities to help our people make a difference to the causes they care about
MatchIt! - Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
Volunteering Time - Our volunteering leave scheme allows you to use your time to help those who need it
Pennies from Heaven - donate the pennies from your pay check to help make a difference without lifting a finger
Who We Are
OneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.
We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Software Development
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