Support Analyst

Responsibilities
As part of a global team, you support customers in resolving issues across our suite of products, providing cover 24/7, 365 days a yearYou use your strong diagnostic techniques to identify the root cause of the problem, find solutions via fix or workaround advice, or escalate to the Development teamReacting quickly to customer demands, you demonstrate an awareness of ticket priorities, SLAs and customer requirementsYou deliver market leading customer service that always aims to exceed demanding customer SLAs, escalating in a timely and appropriate mannerYou ensure all customer contact and ticket progression is documented in a professional and informative way on the incident management system, enabling cross team collaboration and a consistent customer experienceWhere appropriate, you replicate customer issues to ensure a deeper understanding of problems and to build learning opportunities in the teamYou are responsible for keeping the Customer Support knowledge base updated as appropriate to improve visibility of issues within the teamYou build and maintain good customer relationships by attending conference calls or other meetings where appropriate, without assistance from senior peersAs part of the global team, you provide out of hours on-call support on a rota basisQualifications:Bachelor's Degree or equivalent in Computer Science/Information TechnologyPrevious experience in a technical support roleAbility to process large amounts of information rapidly, while still identifying the key detailsExperience of database technologies such as MySQL; PostgreSQL; OracleExperience with Windows Server and Linux operating systemsExperience of cloud technologies, in particular AWS