Customer Support Analyst

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To join a very dynamic company and a motivated team, we invite you to apply for the position of:

Support Analyst

LOCATION: Theale – UK (Requires 1-2 days\’ attendance in the Theale office)

JOB OVERVIEW:

The Support Analyst will have a key role in the Customer satisfaction by troubleshooting technical issues, provide timely and accurate customer feedback, among other duties on our software solutions and platforms.

RESPONSIBILITIES AND DUTIES:

The Support Analyst will have the chance to handle the following responsibilities:

• Analyse, understand, and reproduce situations existing within our products

• Define and request configuration and code solutions

• Deliver high quality technical directives

• Follow-up, resolve or escalate of cases using ITIL procedures

• Track, describe and update the cases in our ITSM management system

• Communicate clearly with the different internal, third party and client teams

• Be part of the 24/7 OnCall rota

QUALIFICATIONS:

Formal Education & Certification:

· University Degree in IT or equivalent such as Engineering school and between 2 to 4 years’ experience in a similar role knowledge & experience

• Experience with Linux and Windows machine operating systems

• Experience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes. ITIL 4 foundation certification would be a plus.

• Experience with Knowledge base management using KCS methodology

• Proficiency of SQL queries

• Knowledge of Fintech environment would be an advantage

Personal Attributes:

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation.

• Experience working in a team-oriented, collaborative environment

• To be rigorous, methodical, and organised

• Sense of responsibility appropriate to the banking industry

• Exceptional oral and written communication skills

• Highly self-motivated and directed.

• Multi-tasking abilities

Languages:

It is required to be fluent in English. Any other languages will be a plus.

Only the applications matching the required skills will be taken into consideration

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

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