Technical Support Analyst

£27000 - £30000 per annum
27 Sep 2017
25 Oct 2017
Recruitment Genius Ltd
Contract Type
Full Time
This is an opportunity to join the team at one of the world's most successful developers of GeoLogistics® solutions and navigation software.

Reporting to the Online Technical Support Manager, you will provide high quality and responsive customer service for a large installed base of software customers internationally.

The role will include the following duties:

Technical Support Analyst

Group: Support

Core Functions

- Provide proactive and reactive customer support to both our B2B and Consumer customer product base via multiple channels including email, phone and forums
- Create and maintain online product support content, including FAQs, documentation and self-help material, adding and editing content as appropriate in English, French, German, Italian and Spanish
- Act as primary escalation point in the team owning the customer reported problem until satisfaction is ensured
- Become the subject matter expert to assist customers through issues with implementation, setup and use of their products
- Engage peers, supervisors and cross departmental experts to assist customers with issues as needed
- Reproduce, document and demonstrate customer experienced issues for escalation to level 3 support, product or project management and development
- Provide high level details of customer problems with reproducible steps to aid QA and development with resolution
- Utilize lessons learned to recommend QA tests for future consideration
- Assist with usability testing of our products
- Identify, document and escalate potential product enhancements
- Handle customer service situations in a professional manner and maintain customer satisfaction as a primary goal
- Assist in training our Partners and direct customers to deliver Tier 1 Support
- Create ad-hoc material in response to outages or technical issues
- Other customer and partner support tasks as determined by company management

Required Skills/Qualifications
- Bachelor's Degree or equivalent work experience
- Excellent fluent English verbal and written skills (At least one additional European language to Fluent/C2 level essential for European based role)
- Good understanding of MS Office applications
- Previous experience of customer service systems and reporting (Zendesk an advantage)
- Have an aptitude for working with computer applications, web based solutions and mobile devices
- Mobile Device knowledge required across the main mobile and desktop platforms, including but not limited to: iOS, Android, Windows
- Full clean driving license in your country of work (UK/EU, US etc.)

Personal Skills
- Ability to handle customer service situations in a professional and sensitive manner
- Ability to work reliably and effectively in a team
- Excellent organizational skills
- Be flexible, able work to under pressure with minimal supervision and meet deadlines
- Work ethically, methodically, accurately and neatly
- A knowledge of and genuine interest in mobile technology
- Flexibility to work shifts if required