Customer Support Analyst in Fareham

Cotality is currently looking for an Associate, Client Support analyst to join their UK team. This role will provide 1st/2nd line operational support to the business bespoke software for system users to operate effectively and efficiently.

We are always looking for curious, agile, enthusiastic, and driven people to add to our team! If you thrive in a dynamic, open and team-oriented environment with a passion for solving problems, we want to hear from you!

As the Associate, Client Support what will I be responsible for?

You will be set on a path of learning of multiple technical disciplines relating to the software Cotality provides. You will be assisting customers and Internal Teams with handling questions and issues in respect of the way that they use the software. You will be responsible for providing a quick response to calls taken, logging and then take charge in making sure that our development team are made aware of any issues that need to be escalated in a timely manner, whilst managing the requestors expectations and needs.

Calls are predominantly received via phone and email and Teams is utilised where necessary to assist in the resolution of matters. The Associate, Client Support must be able to identify and prioritise their workload, whilst adhering to all service level agreements. A professional manner must be maintained at all times, and you must be comfortable working within tight deadlines.

Your time will also consist of learning, and using your existing expertise, to develop a general understanding and skill level on multiple technical aspects which could include software configuration, pricing database administration, data and MI reporting and analysis, script writing, digitisation/automation, WalkMe or API.

A thirst for learning and knowledge will be needed, and an aptitude for problem solving are the core of this work

After the first 12-18 months you will be expected to have gathered enough knowledge to be able to move onto a more technical specialist role, leaving the support role behind and following the career path we have worked on together.

Duties and responsibilities:

• Assist customers and Internal teams with handling questions and issues in respect of the way that they use the software.
• Own support desk ticket investigations, testing and communication with clients.
• Log and takes charge in making sure that the development team are made aware of any issues that need to be escalated.

• Work to specific SLAs and timeframes.
• Own your own personal development plan and work towards a broad technical understanding.

WORK ENVIRONMENT

• Office based position

• Standard support desk hours are between 8:00am and 6:00pm, Monday to Friday (excl Bank Holidays)
• Support cover will be required on a shift basis Working hours are 8 hrs. per day with a 30-minute lunch break. Shifts will be notified in advance at the discretion of the management and will change based on workload and covering leave.
• Future weekend working may be required but is not expected to begin with.
• Travel required to Client premises on occasion for Training purposes

BENEFITS

• Base salary

• Full health, pension, life benefits and access to enhancements, such as dental.
• 25 days Paid vacation + UK Bank Holidays
• Wellbeing and Charity days
• Wellbeing bonus through Forma
• Recognition & Reward program.

Job Qualifications:What does the Associate, Client Support need to have?

• Experience in software support or technical / data analysis preferable.
• Good understanding of basic IT principles and practices relevant to supporting users on software
• Quick & Active learner able to master new knowledge efficiently
• Positive and self-starter attitude able to work independently using own initiative
• Strong Microsoft Office skills, especially excel.
• Experience in other project or technical software applications of benefit.
• Excellent attention to detail and communication skills
• Ability to work under pressure and prioritise tasks effectively
• Enjoys working with clients and in a team environment
• Self-motivated, helpful and constant desire to improve
• Experience within the insurance industry considered an asset

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Cotality\’s Diversity Commitment:?

Cotality is fully committed to employing a diverseworkforce and creating an inclusive workenvironment that embraces everyones uniquecontributions, experiences and values. We offer anempowered work environment that encouragescreativity, initiative and professional growth andprovides a competitive salary and benefits package.? We are better together when we support and recognize our differences.

?Equal Opportunity Employer Statement:?

Cotality is an Equal Opportunity employer committed to attracting and retaining thebest-qualified people available, without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, record of offences, age, marital status, family status or disability.Cotalitymaintains a Drug-Free Workplace.?

?Please apply on our website for consideration.