2nd Line Technical Software Support Analyst - Enterprise SaaS Leader

2nd Line Technical Software Support Analyst - Enterprise Software Leader
Wetherby
Up to £25,000 per annum depending on experience + Excellent Benefits

++ Excellent opportunity for a technical customer-focussed candidate with software support & MS SQL skills ++

About Us

We are a leader in our field providing enterprise software application solutions to help businesses run and manage spend control in the areas of finance and procurement.

2nd Line Technical Software Support Analyst Role Overview:

You will be capable of working in a team but also be capable of working on their own and have proven experience of supporting 1st and 3rd party customers with software application issues working with high call volumes. You'll contribute towards a help desk function to fully satisfy customer needs. This will include ensuring that all contractual SLAs are met and that there is a high level of customer satisfaction in problem solving and fault resolution.

This role will be hands on with the help desk function including telephone and electronic communication with customers ensuring that the highest level of customer satisfaction is attained within SLAs.

Successful applicants will have the opportunity to work in a fast moving and growing organisation, with highly talented colleagues and an impressive list of clients. We will provide the challenge, the opportunity to build a broad range of skills, develop leading edge knowledge and work with a diverse range of people.

Minimise repeat reoccurrence of queries (internal and external) by ensuring accurate and timely Knowledge Base articles

Please note that responsibilities may be added or varied to respond to the demands of the business.

Qualifications & Experience:
 
+ Background in helpdesk/customer care essential, within a technology environment - must have experience of small fast growth business
+ A level of technical capability including database interrogation, SQL scripting, software fault-finding, Interface/Integration Issue Investigation and finding alternative solutions to technical software problems would be advantageous
+ An understanding of financial and procurement processes and procedures used within Small, Medium and Large Enterprises would be advantageous
+ Demonstrable experience in software support, Windows based Operating Systems, Various Web Browsers and MS SQL Language
+ Previously worked within VB and .Net software support with a high level of skills in:
+ + MS SQL (preferably MS SQL 2008 R2 or higher)
+ + IIS
+ + MS Operating Systems
+ + MS Office Products (Word, Excel, PowerPoint)
+ + Different browsers such as IE, Google Chrome, Firefox
+ A commercial approach and appreciation of the importance of customer retention and ROI
+ Will have worked in a customer focused B2B (Business to Business) environment with good understanding of customer requirements/market
+ Must demonstrate a hands on approach and consistent delivery

Hours: Full Time (37.5 hours per week) plus paid overtime but only if required by the company (once probation and training completed)

Standard Hours: Monday - Friday (excluding UK Bank Holidays) 9 am - 5:30 pm with some flexibility either side.
There is a requirement in the team for one staff member to be in at 7 am (working 7 am - 3pm) on Mondays and a 2nd member of staff to be in at 8 am every day (working 8 am - 4:30 pm) - all team members cover these shifts at some time during probation for training purposes.

Benefits:

+ 33 days holiday including the 8 UK bank holidays
+ Auto-Enrolment Compliant Pension Scheme
+ Company Healthcare Scheme
+ Private Medical Insurance
+ Death in Service Scheme
+ Childcare Voucher Scheme

You may have worked in the following capacities:
Software Support Analyst, Software Helpdesk Engineer, Software Service Desk Support, Technical Support Agent, SaaS Support Analyst, Application Support Specialist, Software Support.

Interested? Just Apply Below...

In 2005 we ripped up the rule book to deliver a recruitment agency experience that makes everyone feel just that little bit happier. By applying you consent to us processing & passing your application to our client for review for this vacancy only. If your skills match the role you will hear back from us within 2 business days. Good luck, Team RR.