Software Support Analyst

Software Support Analyst in Stoke Prior

Stoke Prior Full-Time No home office possible

Velociti Solutions provides innovative digital transformation solutions and specialist consultancy focused on operational efficiency, safety, and customer service excellence. With deep sector knowledge gained over 30 years, we are trusted by transport authorities and bus & rail operators worldwide.

This is a full time role working 37.5 hours per week. We offer a hybrid working model with 2 days per week working from our offices, and 3 days per week spent working from home. Our offices are based in Sheffield, Oldham (Manchester) and Bromsgrove (Worcestershire) and we are happy for teams to work from which ever location is easiest/closest but you will need to live within a commutable distance from one of our locations as this is a hybrid role and does include weekly office working. We are open to discussions regarding salary, dependent on previous experience.

Requirements

Reporting to the Head of Service Desk a Software Support Analyst will provide 1st and 2nd line customer support. They will act as first touch customer contact, provide product / services information and efficiently resolve or escape issues.

Role & Core Responsibilities

Act as the first point of contact for all customer enquiries and issues raised by phone, email and via our Customer Self Service Portal.
Triage/ troubleshoot queries and if required, work in conjunction with various departments to investigate and resolve issues.
Proactively manage your workload and re‑prioritise tickets and tasks based on new issues logged.
Ensure support tickets are completed within defined customer Service Level Agreements.
Escalate issues that cannot be resolved as required.
Input details of support tickets into Velociti’s customer support tracking software (Zendesk).
Document troubleshooting and problem resolution steps and write knowledgebase articles for recurring support requests.
Provide excellent customer service by always putting the customer first and handle all requests and questions with patience and empathy.
Maintain an up-to-date working knowledge of Velociti’s products and services and deliver training sessions on Velociti products to colleagues
Take a proactive approach to addressing support calls and identification of for example repeat issue
Communicate effectively with other departments teams as required.
Take a flexible approach to requests to perform tasks as directed.

Skills & Requirements

A customer orientated mindset.
The ability to deal with competing priorities.
Confident and professional phone manner.
Good email writing / ticket updating skills.
Analytical mind.
Good problem‑solving skills and the ability to think outside the box.
Methodical/ logical approach.
Work well as part of a team and also able to use own initiative.
Good communication skills and the ability to adapt communication style to suit the audience.
Zendesk / SQL/ PowerBI knowledge an advantage.
Experience working in a support environment an advantage.
Experience/ interest in public transport an advantage.