Additional Resources Ltd.
This job has been posted for more than 30 working days and has expired.

Junior /Graduate Application Support Analyst - SQL - Bristol

Junior /Graduate Application Support Analyst - SQL - Bristol

Package: £18000 to £20000 plus benefits
Type: Permanent

My client requires a Junior or Graduate Application Support Analyst to work as part of a Customer Support team supporting software for external clients.

The successful applicant will be joining a multi-disciplinary team with a focus on improving the customer experience and their use of integrated digital solutions.

The role will provide exposure to many different technical areas and provide opportunities to get involved in all areas of the company.
A role requiring excellent interpersonal and IT problem solving skills and a proactive approach in order to meet service levels and achieve customer service excellence.


Answer inbound customer calls and triage portal support calls.
Ensure effective ownership, handling and resolution of calls.
Provide regular written and verbal communication to customers.
Highlight and manage risks, service issues and escalations.
Schedule and co-ordinate customer service review meetings.
Build technical knowledge and understanding of products, services and processes.
Work well within a team, collaborate and share information.

Maintain support knowledge base and documentation, recording workarounds/ solutions/ configurations and processes.
Manage individual tasks and projects as defined and assigned by the Customer Support Manager.
Contribute in business process improvement strategies and continual service improvement.

Ensure a professional and pro-active approach at all times, striving for customer service excellence.

Key Skills:

Able to put customers at ease, make them feel welcome and provide excellent customer service.
Remain professional at all times and communicate in a courteous, clear and confident manner.
Deal sensitively with any issues, conflict or complaints.
Reach an effective resolution for all support calls and achieve high standards of customer satisfaction.
Collaborate and network effectively with colleagues and other teams, to build knowledge and achieve call resolution.
Multitask, manage own workload effectively, quickly adjust priorities and manage pressure well.

Monitor own performance metrics and liaise with customers and managers to prevent SLA breaches.

Think bigger picture and long term, identify trends and prevent repeat incidents.
Put current processes to the test and think of a better way; help to document and implement improvements.
Energetic and proactive approach, combined flair for technical support and customer service excellence.

Willingness to work flexibly and provide additional cover and out of hours support if needed.

Experience of working with databases such as SQL
Excellent documentation skills
Proficient with MS Office suite
Customer support experience (in any capacity)

Preferred Skills:
IT Support, SQL, Customer Service

Key words, graduate, SQL, itil, application support

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