Technical Support Analyst

Our technology is used by thousands of companies and affects millions of lives. You’ll provide an excellent customer experience, ensuring that all queries are resolved efficiently and effectively and that the customers have a positive experience of Causeway at all times. You’ll be the first point of contact for all technical support related client enquiries, requests and incidents raised by our customers.

The key areas of responsibility for the Technical Support Analyst include:

• Technical Customer Support

• Business Process Improvement and Systems, * Your primary responsibility will be to manage all incoming Customer Support queries via telephone or email; logging, diagnosing, troubleshooting and responding to queries

• Provide initial responses to customers within agreed response times and assist with queries in a professional and courteous manner; building positive relationships

• Triage all incoming Customer Support queries and if unable to provide a first-time fix you will analyze the call to ensure the correct escalation path is followed

• Ensure that interactions with customers are continuously improved and delivered in a consistent and positive manner and to a high professional standard

• You’ll handle requests via the Incident Management and Service Requests via the fulfilment process

• Perform specified administration tasks for hosted customers

• Responsible for proactively gathering all required information from the customer to aid our 2nd & 3rd line Technical Support Engineers with ticket resolution

Business Process Improvement and Systems:

• Monitor customer usage, adhering to service level agreements, call queues, response times and escalation process ensuring prompt follow up and ownership of tickets

• Ensure that accurate customer records are maintained and updated within the support system, ensuring accuracy of data and that it is updated in accordance within ISO and data protection requirements

• Actively seek opportunities to improve processes, ensuring that all improvements have a positive impact on customer experience and encouraging customer retention and referrals

• Provide customer experience reports as required for internal management use

Provide documented Knowledge articles that benefit both the customer and Support around technical fixes

• Excellent I.T skills and knowledge

• Strong communication and customer service skills. Must be confident speaking to customers and stakeholders face to face; over the telephone and email

• A minimum of 1 years’ experience in a technical support role

• A good knowledge of MS Office Applications

• Understanding and operating within Service Level Agreements, targets and meeting KPI’s

• Build and maintain good relationships with customers and colleagues

• Creative and innovative problem solver

• The ability to grasp new concepts quickly

• Good Time Management skills

• A team player, with a strong work ethic and the ability to work as part of a team as well as on their own

Desirable Skills:

Knowledge of all or any the following technologies is advantageous;

• Associate (or higher) degree in computer science or equivalent

• Microsoft Server and Desktop Operating Systems

• Networks and communication protocols

• Active Directory

• Terminal Server

• MS SQL Server

• Mobile Applications (Android and iOS)

• Understanding of SaaS, hosted applications, cellular and internet network services and hardware

• ITIL certified

Competencies:

• You’ll be inspired by delivering excellent customer service

• You’ll want to be part of something special and contribute to the success of the team

• You’ll have great problem-solving skills with the ability to proactively and quickly generate innovative ideas and solutions

• Be curious and follow tickets with 2nd & 3rd line to aid development and understanding of technical product knowledge

• Desire and ability to keep up to date with the latest technology advancements, specifically with Microsoft desktops and server operating systems

• Willingness to continuously develop own knowledge and skills and share knowledge with colleagues for the benefit of customers and the organisation

• You’ll have a determined and persistent desire to hit targets and SLA’s

• Excellent planning and organisational skills to successfully manage competing demands, with excellent time management and the ability to remain calm and objective under pressure

• Exceptional attention to detail

• A can-do attitude and willingness to learn about Causeway’s products and technology quickly

• You will enjoy interacting with customers and have first class communication skills; able to listen, question and provide accurate and clear responses and solutions

• You’ll have the ability to adapt your style to your audience and convey technical terms to a potentially non-technical audience

• You will be enthusiastic, energetic, honest, helpful and committed to achieving amazing results, making an impact and delighting our customers

• Annual leave

• Car scheme

• Company pension

• Employee assistance programme

• Employee discount

• Paid volunteer time

• Private medical insurance, As a leader in employee engagement and people management, there are fantastic benefits and rewards at Causeway. We strive, year on year, to achieve recognition as an award-winning workplace that our employees love. We’ve selected just a few of the many benefits available below to show you how we take care of our Causeway stars.

• 25 days annual leave + public holidays, increasing with length of service.

• 4% matched pension.

• Income protection and life assurance.

• Access to our award-winning benefits platform.

• We take mental health seriously and have a dedicated EAP available 24/7.

• £100 allowance towards a fitness club.

• Dell discounts.

• Private Medical Insurance.

• Paid study leave + volunteering days.

• Car Scheme.

Like all responsible companies Causeway is aware of the need to recognise the importance of protecting our environment and addressing the climate emergency. Causeway is a carbon neutral company and we offset our calculated carbon footprint. However, we recognise that offsetting is not a permanent solution, so we set environmental objectives to reduce our footprint year-on-year.

If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer’s application process.