About
I am seeking a Helpdesk / Customer Support Analyst for my client in Southampton.
Work Model
Hybrid (3 days onsite, 2 days remote) with a shift pattern: 4 days on, 4 days off, covering 6am to 11pm.
Key Responsibilities
1. Provide second-level support to external customers and partners.
2. Answer incoming calls and respond to inbound communication regarding cases.
3. Monitor group email queues to respond to customer issues logged via our web portal.
4. Identify, analyze, and resolve customer issues; document work in case notes and knowledge base articles; escalate issues as needed.
5. Participate in knowledge transfer activities, including passing information to 1st level teams and support partners.
6. Address and resolve customer concerns promptly and provide feedback to development teams when necessary.
7. Keep customers updated on case statuses.
8. Coordinate and participate in operational problem resolution for global customers.
9. Conduct detailed investigation, analysis, and resolution of issues following Incident Management procedures.
10. Support and lead transition activities for new customers into support.
11. Participate in monthly customer support performance reviews.
12. Work with the global support team to develop and implement process improvements.
13. Communicate effectively with support team members across regions.
Qualifications
* Minimum 2 years experience in a technical helpdesk support role.
* Preferred: Technical skills in SQL and database management.
* Working knowledge of Windows OS from Windows 7 onwards.
* Basic networking knowledge.
* Exceptional customer service skills.
* Ability to work independently in a high-paced, focused team environment.
* Excellent communication skills (written and verbal).
* Strong organizational skills and attention to detail.
* Problem-solving and analytical skills under pressure.
* Motivated self-starter with a desire to assist others.
Nice-to-Have Skills
* SQL
* Database Management
* Networking
Location
Southampton, England
Work Experience
Administrative
Languages
English
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