Customer Support - Analyst

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