3rd Line Support

We have an excellent opportunity for a 3rd line Customer Support Analyst to join our dedicated customer support team. The team works directly with our customers and represents our clients business by building key relationships, maintaining customer satisfaction and ensuring their loyalty by giving the best experience possible.

As a Customer Support Analyst, you will be responsible for supporting customers throughout their journey with applications, therefore will possess excellent customer service skills and be passionate about customer experience.

The role requires an outstanding level of support and a high standard of professionalism at all times, as our customers are the backbone of our clients brand, and we wouldn't be where we are without them!

Main responsibilities:

• Answer incoming cases from customers requiring support on our products if needed
• Investigate and resolve queries within skill set
• Meet call/case quality standards as set out in departmental guidelines
• Achieve and exceed team and personal Net Promoter Score targets
• Achieve personal and departmental performance targets set out for 3rd Line Customer Support Analyst
• Complete all mandatory training (current data protection modules)
• Promote the company's brand in a friendly and professional manner
• Escalate more complex queries to relevant product and development teams
• Actively contribute to knowledge base content
• Provide User Acceptance Testing for new product releases
• Resolve customer escalations effectively where possible
• Effective problem management
• Work collaboratively with other departments to achieve the right outcome for the customer
• Answer incoming calls from customers requiring support on our products if needed
• Create support ticket in our CRM system recording all relevant information to aid investigation/resolution if needed
• Ability and desire to progress through competency framework

What are we looking for?

This role would be perfect for someone with an analytical mind, with the ability to understand our software and extract information from it.

• Experience in a customer facing role, including telephone-based experience
• Experience of writing and executing SQL scripts preferred (SQL qualification desirable)
• Any software support experience would be advantageous
• Knowledge of databases and networks
• Familiarity with Microsoft Office
• Industry relevant experience (HR, Payroll, Accounting) is desirable although not essential

Key competencies:

• Good understanding of IT principles
• Interpersonal Awareness
• Teamwork
• Customer Awareness
• Drive for Achievement
• Resilience
• Initiative
• Innovation
• Planning & Organising
• Commercial Awareness
• Able to work under pressure
• Excellent written and verbal communication skills

Benefits

• £30,000 - £35,000
• Generous holiday
• Cycle to work scheme
• Pension
• Private healthcare
• Remote working