Software Support Analyst - 12 ~Months Fixed Term

The Digital Support Analyst in the Digital Solutions - APM team is a key team member. This individual will provide Tier 1 & 2 User support, face to face, by MS Teams and by email. This role provides support for a range of internally developed applications, data management for our key partner.

Accountabilities

Provide Tier 1 user support, face to face, by MS Teams and by email for a range of internally developed applications, platforms, and data acquisition

Escalation and management of Tier 2 and Tier 3 support issues

Basic data analysis, network and server troubleshooting to support data coverage issues

Support the implementation of new wind and solar sites onto the application

Liaise with third parties, including OEMs and suppliers to resolve data flow issues

Support the product development team in coordinating testing and resolving database and infrastructure issues.

Familiarity with working with a customer SLA and support metrics

Keeping users informed on the progress of their ticket resolution.

Knowledge

Project managing the process of resolving complex tickets including coordinating all the teams involved in finding a solution.

Do you have experience in Ticket management?, Do you have a Bachelor's degree?, Experience in data analytics and complex data queries and translations (ie. SQL, MS Excel) is essential.

Experience resolving issues related to Azure (SQL Server, Data Stores, Databricks, etc.)

Experience managing tickets with ServiceNow or other support ticketing systems.

Skills

Highly proficient verbal and written communication skills in English

Proficient in the use of MS Office / Sharepoint

High levels of attention to detail, decision making and organizational skills

Strong interpersonal and communication skills, with the ability to navigate complex situations and effectively influence at all levels of an organisation

Analytical mindset with ability to leverage data for decision-making

Integrity, professionalism, and discretion

Experience

3-5 years experience working in a Customer Support role for a SaaS product

Track record of delivering results to customers in a commercial setting

Demonstrated track record of stakeholder engagement to enable aligned goals

Experience in fast-paced environments

Multilingual is a plus, in particular French or Spanish

Preferred experience of working within a global organization

Experience of working within the renewables section would be an advantage., BS or equivalent experience in a technical, data analytics, or related field

We're the world's largest independent renewable energy company. We're driven by a simple yet powerful vision: to create a future where everyone has access to affordable, zero carbon energy. We know that achieving our ambitions would be impossible without our people. Because we're tackling some of the world's toughest problems, we need the very best people to help us. They're our most important asset so that's why we continually invest in them. RES is a family with a diverse workforce, and we are dedicated to the personal professional growth of our people, no matter what stage of their career they're at. We can promise you rewarding work which makes a real impact, the chance to learn from inspiring colleagues from across a growing, global network and opportunities to grow personally and professionally. Our competitive package offers rewards and benefits including pension schemes, flexible working, and top-down emphasis on better work-life balance. We also offer private healthcare, discounted green travel, 25 days holiday with options to buy/sell days, enhanced family leave and four volunteering days per year so you can make a difference somewhere else. Please note this position is a 12 month fixed term contract.