Support Analyst
Role details
Job location
Tech stack
Job description
The role is responsible for the end-to-end management of support tickets raised by customers for products across the Oracle CX platform, working closely with all members of the Managed Services & Support team. This role also includes the management of IT support tickets raised by the internal Enigen team.
This will include communication with customers to obtain the necessary information to review and resolve tickets, configuration and development of customer environments, and escalation to the product vendor (Oracle) as necessary.
Continual skill development is a key expectation for this position, to meet current and future support needs in an expanding area of the company.
We're looking for passionate, career-focused individuals that want to build a career in the IT and business consulting industry., * Managing and documenting help desk tickets
- Assess and resolve tickets by configuring or developing supported applications
- Liaising with customers via phone, email, ticket, and video conference, including delivering service and ticket updates/presentations
- Follows support processes and tracks against SLA's
- Working closely with the Managed Service & Support Manager to identify, escalate, and resolve support enquiries as necessary
- Developing personal skills across the current and upcoming Oracle applications in line with business strategy
- On-going collaboration with the support team to share knowledge and identify development needs
- Raise and manage service requests with Oracle for supported products
- Managing internal IT support requests
The list of main activities is not exhaustive, and the post holder may be required to undertake other relevant and appropriate duties as reasonably required.
Requirements
- Experience in a technical support position within a service desk environment
- Experience in using, administering, or developing any CX/CRM OR any Oracle applications
- Excellent written and verbal communication and customer service skills
- Willingness and desire to learn
- Demonstrable interest in technology
- Strong organisational skills, and an ability to multitask
- Knowledge of object-oriented languages and simple database structure/relationships
Benefits & conditions
Salary: £26,436.80k per annum - depending on experience
Benefits: Private Health, Group Pension Plan, Life Assurance, Employee Assistance Programme.
Please note we are not able to offer Sponsorship for this position and require candidates to have full UK working rights.
Enigen is an equal opportunity employer and is committed to a policy of treating all its employees and job applicants equally. We will avoid unlawful discrimination in all aspects of employment, including recruitment and selection, promotion, transfer, opportunities for training, pay and benefits and all other terms of employment.
Enigen UK strive for an inclusive workplace where all forms of diversity are valued, including gender, race, religion, ethnicity, sexual orientation, gender identity, gender expression, age, disability, or background.
Pay: £26,436.80 per year
Benefits:
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
Ability to commute/relocate:
- Colchester CO1: reliably commute or plan to relocate before starting work (required)
Application question(s):
- What are your salary expectations?
- Will you require any further visa sponsorship in the near future?
- What is your notice period?
- Please share your LinkedIn URL
Work authorisation:
- United Kingdom (required)
