First Line Support Analyst

12 Jul 2021
09 Aug 2021
Contract Type
Full Time
My client, based in central Norwich are a unique organisation offering bespoke CRM software to the Financial Planning sector. With over a decade of experience in their field of expertise their culture is something really special which is demonstrated by their desire to develop and progress talent from within the company.

This is a great opportunity to join my clients support team and develop your career in service delivery.

My client is looking to become the leading FinTech provider within the industry in what has been an extremely buoyant sector, my client are looking to offer the best support possible to their strong and going client base with plans to double their client base over the next five years.

Working within the Support team, you will have a direct impact on my client achieving their ambition.

Role Purpose

My clients support function is structured into three distinct teams. This role is to be part of the 1st line Support team, you will be the first point of contact for my clients users, so you'll provide that all important first impression. From thereon you will provide first class remote support to users of my clients bespoke software. Following your training you will prioritise tickets according to their urgency and will liaise with the customer and your colleagues in the 2nd Line team, to identify and solve reported issues.

Role details

You will answer incoming calls and emails from customers, as well as logging tickets

You will identify which tickets must be passed to the 2nd line team and what can be managed by 1st Line Analysts

You will provide software support to customers via telephone/email/remote support

You will use your growing expertise to diagnose reported issues

You will report and track faults through my clients ticketing system

You will adhere to my clients standards, processes, and procedures

You will document and maintain specific practices and standards, as required

You do not need to be an IT expert, my client is focused on gaining the right people for the role and will dedicate themselves to ensure you get all the training you need, but you will need the following qualities:

You will need to be a self-starter By taking the initiative and 'owning' issues raised by customers while also learning, developing and growing yourself as an individual in the business

You will need to be a team player You are positive and happy and enjoy working in a 'family' orientated environment, which is respectful to colleagues and to my clients agreed processes

Work with integrity when dealing with colleagues and customers you are always honest and do what you say you will. You will have the courage to deliver bad news and to say no when it's appropriate

Client-centric You can empathise with customers and put yourself in their shoes, being sensitive to not only their level of experience but also to how important their query is in their day to day activities.

My client are a highly skilled market leading team, so you'll need to provide top-notch customer service and be ready to go the extra mile for our customers.

Required Skills and Experience

* Customer service experience

* Financial services background and or a working knowledge of financial services software (desirable)

* Demonstrable ability to work independently, with a willingness to expand your knowledge to better support changing workloads in the team

* Ability to juggle multiple priorities while maintaining a positive attitude under pressure

* Ability to maintain confidentiality when dealing with proprietary information

* Strong ability to proactively identify and resolve issues

* Effective time management skills

* Ability to be flexible/adapt to change and work in a fast-paced environment

* Good communication skills essential

* Good relationship skills essential

* Good organisational skills essential

* Excellent computer skills and knowledge of Office 365

* A genuine passion for technology

Beneficial Skills and Experience

* Knowledge of / experience of working with Dynamics 365

Career progression possibilities

In time, you will have acquired highly valued skills and experience. As such, your natural next step would likely be to a 2nd Line Analyst position or perhaps a technical or project-based role in another department.

Core Hours: 9:00 - 17:30, Monday to Friday

Holiday: 25 days per year plus public holidays

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