Technical Support Analyst
Role details
Job location
Tech stack
Job description
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We are looking to build a team of experienced, collaborative, support engineers who will work together to provide enterprise-level assistance. We have many customers who require close support to ensure they have an excellent experience with our products.
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You will be focusing on working directly with our customers to identify the necessary activities required to complete each client's implementation and ensure that the activities are performed in a timely, high-quality manner.
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We are a friendly and open-minded team, and we're looking for people who will thrive by collaborating and implementing improvements to our approach to support. Roles & Responsibilities
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Take incoming support calls from customers and provide assistance as required.
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Monitor incoming support tickets and ensure response within the agreed SLAs.
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Analyse customer issues, diagnose and resolve where possible.
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Escalate the issue for assistance from the development team if required.
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Maintain and track and close support issues on Jira.
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Install and customise applications for new customers.
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Run training sessions for new users.
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Test bug fixes released by the development team before delivery to the customer.
Requirements
- The role is technical, so an IT qualification/degree is required
- Knowledge and experience with the following - Application Support/ Windows/ Databases/ Remote Access Tools A hands-on and enthusiastic person who is quick to learn
- Experience working with service desk ticketing tools (Jira)
- Work effectively with a high degree of autonomy
- Excellent interpersonal and communication skills and enjoy working in a fast-paced environment
