15/02/2020

Customer Support Analyst

  • CV-Library
  • Northamptonshire, UK
IT

Job Description

Quest Employment are currently looking for a Customer Support Analyst to join our well established Client based in Moulton Park, Northampton. You will be experienced in Customer Service and join an existing team of analysts working on a Service Desk delivering an application support service to new and existing clients. Duties and Responsibilities: -        Provide a single point of contact for all clients through a variety of channels including helpdesk portal, telephone and email -        Take calls, raise tickets, resolve tickets or triage to relevant teams or 3rd party suppliers -        Deliver a professional level of support and high level of first line resolution within SLAs -        Carry out initial troubleshooting and diagnostic’s -        Recognising repetitive issues and trend and raising awareness -        Updating Support forums -        Ensuring the Service Desk logging system is kept up to date and accurate The ideal candidate: -        Experience of application support -        Previous experience in the education sector (preferred) -        The desire to learn -        Exceptional customer service -        Proven experience of working in a Service Desk/Helpdesk/Support environment -        Ability to diagnose and investigate issues -        Proven experience of managing incidents through resolution or escalation This is an exciting opportunity to work in a growing company, who can offer flexible remote/home working conditions, dedicated training and development, 25 days annual leave exclusive of bank holidays and free on site parking Hours of work are based on a 37.5 hour week on a rotating shift pattern: -        06.00-14.00 -        08.00-1600 -        10.00-1800 Some Sunday mornings (phone number removed) will be required to assist some of their international clients, this will be done in rotation with colleague (approx. 2/3 per year), in which additional salary benefits and time off in lieu is rewarded. If this sounds like this could be your next role, then do not hesitate and apply today. Send your CV to (url removed) or call (phone number removed) for a further confidential discussion

Salary

£20000 - £24000/annum

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