Support Analyst

Support Analyst

About the role

Key Responsibilities:

• Respond to customers or partners support requests in a timely manner.
• Log support calls into our tracking system and keep the call log up to date.
• Investigate, reproduce, and suggest solutions to customers problems.
• Log product defects and change requests into the development tracking system.
• Liaise between customers and Product/Development teams to ensure all queries are
  handled appropriately.
• Create entries to the internal knowledge base on common issues.
• Assist in testing new releases of products.
• Assist other Product Support team members with customer escalations and Critical or
  Urgent Calls.
• Provide support and training for new staff on the use of our products.
• You will enjoy working as part of a team and as the role is predominantly customer facing
  it is essential to have good communication skills.

To Be Successful:

• Written and verbal communication in English language is mandatory.
• Flexible working hours, with out of hours required (we are currently setting up a
  24/7 team).
• Previous experience of working in Customer Support, ideally with UK/International
  based customers.
• Excellent trouble shooting skills and eager to solve problems.
• Ability to work independently and as part of a team.
• Clearly communicate technical issues and ideas to customers in writing and over the
  phone.
• Inquisitive nature, striving to learn from customers and colleagues alike.
• Basic understanding of one or more relational databases (Oracle, SQL Server).
• Basic understanding of Windows operating systems.
• Basic understanding of IIS and other Webserver platforms.
• FileNet, Documentum, or other Document Management software experience would
  be an advantage.
• Experience in the use of CAD packages such as AutoCAD and MicroStation would be
  an advantage.