Support Analyst in West Bromwich

Formed in 2017, One Big Circle is a fast‐growing Bristol technology company that provides "Intelligent Video" solutions. We focus entirely on solving real‐world industry problems by fusing new technology in the field of Video, IOT, Cloud and AI providing end to end solutions which allow our customers to dramatically improve their operational efficiency and safety. Our culture is one of high‐quality technical delivery and we work at a speed that many industries are unaccustomed to; we have done this by building a team dynamic that challenges and empowers our people and creating an environment where everyone contributes and learns. We are growing, profitable and have ambitious plans to continue expansion in and beyond our existing markets.

We are looking for a proactive and motivated individual from any background to join our team to support the business in further growing our flagship award‐winning product: AIVR. AIVR (Automated Intelligent Video Review) is a state‐of‐the‐art video technology system used by thousands of people in the rail industry. AIVR has won dozens of awards and is recognised as the market leading solution, but we are building many more opportunities both in existing and new markets which will further accelerate our growth.

As an employer, we believe in a happy, inclusive & supportive workplace where everyone can work to their best ability. We are growing quickly and need to recruit another valued member of the team. Could that be you?

Role Summary

You will provide support to the Service Operations Manager and Senior Support Analyst in dealing with customer incidents and requests, maintaining asset management records, diagnosing software application issues and supporting the engineering and product teams with technical tasks, including verification of data generated by machine‐learning processes, using a variety of communication channels.

The role would suit a candidate from any background with excellent communication skills, experience providing user support, and answering a wide range of queries relating to software applications. Candidates without directly comparable experience should still apply if they believe they can demonstrate the right attitude and aptitude, and/or have transferable skills. Although the role is primarily focused on customer support you will have the opportunity to spend time and become involved in every aspect of our organisation, should you desire. We work predominantly in the rail sector across a broad range of cutting edge technology challenges - and an interest in rail would be advantageous.

Responsibilities

• Provide a high level of customer service to our client base.
• Learn our application and service to provide technical support.
• Carry out technical troubleshooting of in‐service devices via VPN using command line and GUI.
• Operate our ticketing system for incident management, request fulfilment, and customer communications including phone enquiries.
• Work to predefined procedures and respond to customers in line with company policy.
• Carry out proactive tasks to assist customers and monitor our product.
• Liaise with developers and other company members to highlight and resolve issues with our product.
• Assist the team in maintaining a knowledge base detailing resolutions for common issues and requests.
• Verification of acquired and generated data.
• Perform data quality processes as required.
• Interact with effective asset management processes.

Personal Qualities and Experience

• A collaborative approach to working.
• Strong communication skills - written, on the phone and in person.
• Experience accessing and configuring devices remotely.
• Confident user of technology.
• Keen interest in information technology.
• Proactive and positive approach to customer service.
• A keen eye for detail - ability to execute detailed tasks accurately.
• Solid organisational ability.
• Familiarity with or enthusiasm for rail.
• Previous experience within a service desk, help desk, or technical support role.
• Previous application support experience.
• Familiarity with MS Office/Google GSuite productivity software (Docs, Sheets).

Company Benefits Include

• Work related training courses as required.
• Complimentary snacks and refreshments including fresh fruit.
• Access to Bike to Work Scheme.
• Secure bike storage and shower facilities.

To apply please send a covering letter along with CV to jobs@onebigcircle.co.uk. You would be a valued part of a fast growing team where your ideas and opinions are valued as we continue the exciting journey of One Big Circle.

By applying for this role, you understand that we will process your personal information in accordance with our privacy policy, accessible at https://onebigcircle.co.uk/privacy-policy/. Successful candidates will need to pass a BPSS (Baseline Personnel Security Standard) check as part of the onboarding process.