Role Overview
As a Software Support Analyst, you will provide essential first-line support to a global customer base, addressing application and telmunication issues through phone and case management systems. You will work in shift patterns ranging from 8am to 11pm, with later shifts occurring once every six weeks as you gain more experience. Your role will involve ensuringpliance with IT support procedures and escalations, supporting the triage of support cases, and collaborating with senior IT support teams to resolve issues efficiently.
Responsibilities
1. Adhere to IT support procedures and manage escalations effectively.
2. Assist in the triage of support cases and collaborate with senior IT support teams to resolve issues.
3. Document root cause failures of systems or processes, update relevant databases with critical information, and maintain a technical audit trail ofpleted work for management and engineering reference.
4. Take ownership of a designated customer base, acting as the lead engineer from initialmissioning through to ongoing management of queues and cases, ensuring adherence to contractual SLAs.
5. Serve as the technical lead during customer service reviews.
6. Manage customer expectations by regularlymunicating status updates, analysing impacts, devising workarounds, and outlining next steps to ensure a superior customer service experience.
7. Follow all established procedures, policies, and practices ensuring timely submission of business and financial reports.
8. Continuously develop and apply personal knowledge and skills within the product and technology markets.
9. Represent the organisation professionally in all interactions with customers and suppliers, both over the phone and in person.
What you'll need to succeed
10. Ability to work onsite at the Milton Keynes office 5 days a week, and work in 8-hour shift patterns once initial training ispleted.
11. Excellent verbal and writtenmunication skills, with fluency in English (Spanish fluency is a bonus).
12. Familiarity with VoIP, signalling, networks, firewalls, and IT security is advantageous but not essential.
13. Strong team player with the ability to collaborate effectively with colleagues.
14. Proficiency in Microsoft Office applications and generalputer literacy.
15. Ability to perform well under pressure and manage multiple tasks efficiently.
What you'll get in return
16. Apetitive salary dependent on experience.
17. 21 days of holiday (rising up to 25) per annum in accordance to their holiday policy.