Role Summary
The role of a Customer Support Analyst is varied. It includes the day-to-day management and resolution of support calls, being involved in customer implementation work and supporting other internal business departments as required.
Main Job Tasks and Responsibilities
* Respond to and follow up customer support calls (1st, 2nd and 3rd line support)
* Identify, diagnose and resolve customer and project issues / requests
* Support and be involved in customer project work as needed
* Update internal systems with regards to work activity and any required documentation
Key Tasks
* To investigate reported incidents/problems with BCP packages
* To provide help and advice to customers in the use of BCP package software
* Self-education within required application areas to a high standard
* To ensure customers are informed of progress on all issues
* To manage and prioritise own outstanding issues list
* Application deployment and implementation tasks carried out both remotely and on site
Additional Duties
* Liaise with internal departments to progress projects and or the resolution of customer issues
* Undertake customer project work under the guidance of project managers and implementers
* Be required to work on customers’ sites from time to time including but not limited to training sessions and system run throughs
* Be required to provide out of hours telephone support for customers from time to time
* Perform other duties from time to time as required
Qualifications and experience
* PC literate with good knowledge of Microsoft Office
* Problem solving skills
* Excellent written and verbal communication skills
* Ability to work in a team and independently
* Must live within an hour's drive of Stockport
Responsible to: Customer Services Manager