Technical Support Analyst

Recruitment Genius Ltd
United Kingdom
£27k - £30k pa
27 Sep 2017
03 Nov 2017
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
This job was originally posted as