Job Description
As a leading supplier of software to the retail and wholesale sector, we are seeking a Technical Customer Support Analyst.
Role Summary
The role of a Customer Support Analyst is varied. It includes the day-to-day management and resolution of support calls, being involved in customer implementation work and supporting other internal business departments as required.
Day to Day manage
Main Job Tasks and Responsibilities
* Respond to and follow up customer support calls (1st, 2nd and 3rd line support)
* Identify, diagnose and resolve customer issues / requests
* Support and be involved in customer project work as needed
* Update internal systems with regards to work activity and any required documentation
Key Tasks
* To investigate reported incidents/problems with BCP packages
* To provide help and advice to customers in the use of BCP package software
* To ensure customers are informed of progress on all issues
* To manage and prioritise own outstanding issues list
Additional Duties
* Liaise with internal departments to progress projects and or the resolution of customer issues
* Undertake customer project work under the guidance of project managers and implementers
* Be required to work on customers’ sites from time to time
* Be required to provide out of hours telephone support for customers from time to time
* Perform other duties from time to time as required
Qualifications and experience
* PC literate with good knowledge of Microsoft Office
* Problem solving skills
* Excellent written and verbal communication skills
* Ability to work in a team and independently
Remuneration/Benefits
* Salary: Dependent on experience
* Pension Scheme (including PHI and Death in Service benefits)
* 37-hour week
* 22 days’ holiday moving to 27 days
* Must live within one hour’s drive of Stockport
Responsible to: Customer Services Manager