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- Tasks: Provide second-line support for over fifty systems, ensuring they run flawlessly.
- Company: Join a dynamic team powering seamless customer support across the UK, Europe, and India.
- Benefits: Enjoy a fast-paced, supportive environment with opportunities for growth and development.
- Why this job: Be a key player in enhancing customer experience through technology and problem-solving.
- Qualifications: Passion for tech, strong communication skills, and familiarity with Incident Management tools required.
- Other info: Work from our Leicestershire Head Office and collaborate in a multifunctional technical team.
The predicted salary is between 30000 - 42000 £ per year.
DescriptionAbout the Role:Youve seen our brand but you might not know the tech that powers it. The Customer Contact Experience (CCx) Technology team is the driving force behind the seamless support we offer across the UK Europe and India. We build and manage the tools our contact centres rely on from our Zendesk CRM to our Chat Bots Voice Bots and beyond.As a CCx Tech Support Analyst youll be at the heart of the action. Youll provide second-line support for a suite of over fifty systems ensuring theyre not just running but running flawlessly. Youll be configuring updating and troubleshooting the very tools that connect us with our customers. This isnt just about fixing things; its about making them better. You will be a key player in a team of support analysts and youll have a direct impact on how we operate.About You:Were looking for someone with a passion for technology and a drive to provide top-tier customer service. Youll be the go-to person for our business users managing incidents and requests from start to finish. Youre not afraid to get your hands dirty whether its monitoring our systems with Dynatrace escalating complex issues to our developers or getting involved in key business events.Youre a natural problem-solver who loves to get stuck in with a strong technical mindset and a real drive to learn and grow. You know your way around Incident and Change Management tools like ServiceNow and youre comfortable managing and updating systems to keep them running smoothly.Youre great with people and can build strong relationships with stakeholders whether youre communicating online or face-to-face. You know how to manage content perhaps using tools like Zendesk Guide and you can navigate G-Suite or Microsoft Office with ease.And if you have any of these even better:Experience with cloud-based systems like ADO.A knack for process documentation and flowcharting.Skills in resolving server or IIS issues.Knowledge of programming in React.An ITIL v3 Foundation certification.In addition were looking for you to be:Able to speak read and write English at a level that enables you to complete your role for example to understand instructions and communicate effectively with stakeholders and/or other team membersExperienced in effectively working in a collaborative manner in a large scale fast paced environment within a multifunctional technical teamYoull be doing all this from our Leicestershire Head Office. A fast-paced encouraging and supportive environment in which everyone brings an energy and a commitment to delivering for our customers and their own careers. Bring your energy. Play to your strengths. Make things bigger and better than before. Lets Take It On.So if youre an expert in this field have strong communication skills and considerable technical support knowledge work with initiative and can build great working relationships within the business this is the place for you and your career.#LI-HK1Required Experience:IC Key Skills Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications Employment Type : Full-Time Experience: years Vacancy: 1
Technical Support Analyst - CCX Technology employer: Dr Jobs
Contact Detail:
Dr Jobs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst - CCX Technology
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as Zendesk, Dynatrace, and ServiceNow. Having hands-on experience or even just a solid understanding of these platforms will give you an edge during interviews.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of past experiences where you've successfully resolved technical issues. Be ready to discuss how you approached these challenges and the impact your solutions had on the team or organisation.
✨Tip Number 3
Network with current or former employees of StudySmarter, especially those in technical support roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
✨Tip Number 4
Prepare to demonstrate your communication skills, as building relationships with stakeholders is crucial for this role. Practice articulating complex technical concepts in simple terms, as this will be key in your interactions with both technical and non-technical team members.
We think you need these skills to ace Technical Support Analyst - CCX Technology
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Technical Support Analyst role. Focus on your technical support knowledge, customer service experience, and familiarity with tools like ServiceNow and Zendesk.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and problem-solving. Mention specific examples of how you've successfully managed incidents or improved processes in previous roles.
Highlight Relevant Skills: In your application, emphasise your experience with key technologies mentioned in the job description, such as DHCP, SQL, and Active Directory. If you have any certifications like ITIL v3, be sure to include them.
Showcase Your Communication Skills: Since strong communication is crucial for this role, provide examples of how you've effectively communicated with stakeholders or team members in past positions. This could be through managing incidents or collaborating on projects.
How to prepare for a job interview at Dr Jobs
✨Show Your Technical Know-How
Be prepared to discuss your experience with the specific technologies mentioned in the job description, such as Zendesk, Dynatrace, and any cloud-based systems. Highlight your familiarity with Incident and Change Management tools like ServiceNow, and be ready to provide examples of how you've used these tools in past roles.
✨Demonstrate Problem-Solving Skills
As a Technical Support Analyst, you'll need to showcase your problem-solving abilities. Prepare to discuss scenarios where you've successfully troubleshot issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Communication Skills
Strong communication is key in this role. Be ready to explain how you've built relationships with stakeholders in previous positions. Practice articulating complex technical concepts in simple terms, as you may need to explain solutions to non-technical users.
✨Express Your Passion for Technology
Let your enthusiasm for technology shine through during the interview. Share any personal projects or learning experiences that demonstrate your commitment to staying updated with industry trends. This will show that you're not just looking for a job, but are genuinely interested in contributing to the team's success.