Job Title: Digital Support Analyst
Location: Bristol, United Kingdom (Predominantly remote)
Day Rate: £170 (Inside IR35)
Start Date: 06/01/2025
Job Type: Ad-Hoc Contract
We are looking for a proactive and customer-focused 1st Line Support Analyst to join our client's ad-hoc team. This role will involve providing end-user support for our digital systems, collaborating with developers, testers, and third-party partners to resolve issues, and moderating user interactions on our customer-facing app. You will play a key part in identifying trends and supporting improvements to the system, ensuring a high level of service for our users.
Job Responsibilities/Objectives
* Provide 1st level support for end-users, collaborating with developers, testers, and 3rd party partners to resolve digital system issues.
* Moderate the chat and community features on the customer-facing app to ensure a positive user experience.
* Engage with customers via email, social media, and other internal teams to identify and report system issues and trends, supporting the development of improvements.
* Effectively manage and track support tickets within the team's ticketing solution, ensuring all tickets are resolved within SLA targets.
* Triage issues and prioritise between critical and non-critical incidents across all modules.
* Follow Unite's change management process, promoting fixes and changes according to business priorities and team workload.
* Build and maintain strong working relationships with customers and colleagues, providing excellent interpersonal support.
* Identify recurring issues and themes, escalating them to 2nd and 3rd line analysts for further investigation.
* Provide users with temporary workarounds while awaiting bug fixes or system updates.
Required Skills/Experience
The ideal candidate will have the following:
* Strong communication skills, both written and verbal, with the ability to engage customers professionally and courteously.
* Experience in 1st line support or customer service, ideally within a digital or tech environment.
* Ability to manage and prioritise multiple support tickets within SLAs.
* Familiarity with ticketing systems and issue management processes.
* A collaborative team player with excellent interpersonal skills.
* Strong problem-solving skills and the ability to identify patterns and trends in support queries.
* Knowledge of change management processes is desirable.
If you are interested in this opportunity, please apply now with your updated CV in Microsoft Word/PDF format.
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