Customer Service Support Analyst - Application, Support

Customer Service Support Analyst - Bath

Package: GBP18-22k, Pension & Private healthcare

My client require a Customer Service Support Analyst to monitor incoming customer incidents and issues in relation to the functionality of software applications, ensuring that they are dealt with appropriately based on their priority.

Responsibilities:

Providing telephone helpline support to customers answering queries on application usage and technical support
Progression of assigned support calls ensuring that the Helpdesk system is updated with details of the progress made
Monitoring of support calls passed to the Support team
Ensure that support is provided in accordance with the defined procedures and ISO 9001:2008 processes
Ensure the support operation adheres to stated SLAs for our customers
Prepare user notes, knowledge base articles and customer documentation
Manage customer satisfaction through surveys and pro-active telephone calls

Key Skills:

1-2 years experience working in a support environment
Excellent communication skills, both verbal and written
Ability to work in a team
Flexibility and an interest in IT/computers are essential.
Experience working within the public sector, ITIL certification and basic IT qualifications are advantageous.

We are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.