Job Title: 2nd Line Application Support
Location: Bury St Edmunds (full-time onsite)
Salary: £32-38k (DOE)
Role Overview: As a 2nd Line Application Support Analyst, you will provide technical support for software products to business partners and end-users. You will engage with customers promptly to document details of their cases, issues, or requests, and work collaboratively with the wider Support team.
Working hours are Monday- Friday 9:00-17:00.
Key Responsibilities:
Case Triage & Evaluation: Respond to all incoming support cases on the first day of submission. Assess whether the issue requires user training, is a product usage issue, or is related to a software bug, and then manage or assign the case accordingly.
Issue Documentation: Accurately document replication steps for bugs or issues and update case notes accordingly.
Data Management: Handle data requests by following established procedures, acquiring and storing data securely.
Customer Case Management: Utilize customer service skills to manage cases from start to resolution, escalating to the Customer Support Manager when necessary.
Policy Adherence: Ensure compliance with company policies and procedures, consistently delivering a professional and high-quality service.
Team Collaboration: Support the overall operations of the Support Team on a daily basis.
Key Skills & Requirements:
Communication Skills: Confident communicator with strong listening and note-taking abilities, abl...