Job Title: 2nd Line Application Support ConsultantLocation: Bury St EdmundsSalary: £35,000 - £40,000 per annum
Cooper Lomaz is delighted to be supporting a local SaaS business in their search for a 2nd Line Application Support Consultant to join their expanding team. This position is available on a full-time, permanent basis. You will be joining at an exciting time as the business continues to invest in the team, enhancing both the team and the service they provide.
Role Overview:You will be joining a business that fosters collaborative working, operating in a modern, open-plan office where you will be supported by senior colleagues. Your primary responsibility will be providing remote, customer-facing application support. This includes triaging tickets, and responding to inbound phone calls and emails related to issues with the products they produce. You will work closely with the wider IT team, reporting persistent issues with products to the relevant team members.
Role Responsibilities:
1. Provide 2nd line application support to the business's customers.
2. Triage inbound tickets, calls, and emails, assigning them to the relevant team members.
3. Manage customer expectations regarding ticket resolutions by listening to the issues they are facing and providing a prompt and accurate time frame.
4. Process data requests, ensuring they meet th...