Technincal Support Analyst - Central London - £25k - £27k
Are you looking for your next opportunity in IT? Do you have experience in a technical role and knowledge of software development and internet application languages?
Are you keen to join a top SaaS company in Central London? If so then keep reading!
ABOUT THE COMPANY
The company hiring provide a cloud-based customer intelligence platform that allows companies to build engaged, secure communities of customers.
They are a top SaaS company.
Their customer intelligence software helps their clients engage with the right customers at the right time to generate the collective wisdom they need to grow.
They solve their biggest business challenges with the help of ongoing, secure customer insight through a branded insight community.
ABOUT THE ROLE
You will be joining a tight-knit, geographically diverse team who are dedicated to providing responsive, high quality support to our customers 24 hours a day, 5 days a week.
They are focused on ensuring all software questions are addressed quickly and efficiently, while ensuring that their documentation and knowledge base are comprehensive and accessible to those who prefer self-help resources.
They believe that technical support is the face of the company to their customers, and it is their job to ensure a high level of customer satisfaction every time they are contacted.
You will be responsible for providing responsive and high quality support to their customers for all of their products.
·Managing resolution of technical issues for a distinct set of customers.
·Troubleshooting any issues that may arise in our web applications.
·Documenting and recording all activity and communication with customers according to departmental standards of quality, using the department's ticketing system.
·Providing excellent customer management, inclusive of excellent communications, responsive follow through, and advocacy for customer issues within internal departments.
This position will analyse trends associated with the assigned customer base and report potential areas of risk or reward to the management team.
Success criteria are highly focused on customer satisfaction levels.
·Prioritising numerous issues of varying severity, and effectively managing the resolution of all issues within accepted service levels.
This includes taking ownership of the data entered into the CRM system, and updating both customers and appropriate internal employees of status of all issues on a timely basis.
·Collaborating extensively with peers, Customer Success Managers, Development, and Programmers to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of the team, and the effectiveness of information available to their clients.
·Analysing technical trends with solutions to provide appropriate feedback to Product Development and Support management.
·Actively participating in weekly team meetings by providing feedback on current day-to-day activity.
·Providing rotational technical support coverage to customers during the working week and on Canadian/US/UK/Australian holidays as necessary, as well as participating in an on-call weekend rotation.
·Executing upon fee-based services for customers.
You will have 2+ years of experience in a client facing call centre, help desk or technical support environment or equivalent consulting experience.
Understanding of the software development cycle is a must.
You must be able to demonstrate ability to research and resolve problems using a variety of resources and tools and have a working knowledge of C# and the .Net Framework would be an asset.
Your work experience will have provided you with the platform work in a self-directed environment.
You need to understand Internet application technologies including; HTML, XML, Internet protocols, networking, firewalls, web Server configurations, internet application architecture and Internet security and any experience in a SaaS environment is desirable but not essential, as well as market research experience.
Finally, you pride yourself on your excellent communication skills in English.
Fluency in additional European languages is desirable.
ABOUT THE REWARDS
On top of the fantastic salary of up to £37k, based on experience, you will get to be part of a young, social and open learning environment.
You will get access to numerous benefits including free healthcare, travel insurance dental care and contributory pension scheme.
You will also get access to the onsite gym and receive a generous 24 days' holiday.
HOW TO APPLY
This great opportunity that we know from history won't be around for long, so if you think you're the right candidate for the role simply send your CV over to firstname.lastname@example.org or give Sophie a call on 02030 966763 to discuss the role in more detail.
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