Support Analyst

Support Analyst

Department: Support

Line Manager: Helpdesk Manager

The Role

As a support analyst you will assist with both internal and external (client) queries relating to new and existing features, whether that be in the core application, our API, one of our mobile apps, or one of our many third-party integrations.

You must instil confidence in the client and ensure the issue reported is logged via the ticketing system correctly and resolved in a manner befitting the urgency of the query. You will also be responsible for ensuring that client feedback is logged and communicating with all departments across the organisation

Key Responsibilities:

• Provide clear and concise information to resolve issues logged via the ticketing system or via telephone.
• Ensure issues that require escalation are done so in a timely manner to ensure that the client base receive the best possible user experience.
• Work to a defined set of SLAs
• Clearly communicate to the client
• Be open and honest at your informal quarterly reviews, and annual formal reviews
• Always present yourself in a professional manner
• Be always courteous and polite to colleagues
• Share ideas and be receptive to others
• Take personal responsibility for the quality of work produced
• Always take personal responsibility for showing consideration and respect to team members and company colleagues.

Skills & Qualifications:

• At least 1+ years of experience working in a software application support position
• Excellent telephone manner
• Excellent interpersonal skills
• Problem solving abilities
• The ability to work to pre-defined SLAs
• The ability to log clear and concise information into the Zendesk (Ticket System)
• Ability to manage workload independently