Support Analyst

Recruiter
G B Solutions
Location
Cheltenham, UK
Salary
Competitive
Posted
17 Aug 2019
Closes
22 Aug 2019
Ref
1237862998
Contract Type
Permanent
Hours
Full Time
Support Analyst

Cheltenham

Competitive Salary

Are you looking for a role where you can incorporate your customer service skills as well as your IT skills? As a Support Analyst you'll reside in the Customer Operations team, focusing on performance resolution, customer queries and customer service.

The successful Support Analyst will take control of support tickets raised by customers through live chat, the ticket system and phone lines. Focusing on ownership of queries you'll be able to resolve any issues within the targeted SLA.

Responsibilities:
  • Take ownership, supporting not only the ticket resolution but the growth of business
  • Take ownership of user problems and be proactive when dealing with user issues
  • Troubleshoot applications and system performance issues
  • Ensure effective methods of communication are always used
  • Communicate with 3rd Parties directly
  • Participate in application testing where required
  • Identify trends through Problem Management and suggest resolutions
  • Take part in on call, evening and weekend shifts to provide out of hours assistance
  • Frequently contribute to the customer forum

Skills/ Experience:
  • Excellent customer service and communication skills - both written and verbal
  • A tenacious approach to problem-solving
  • The ability to assess information and make recommendations
  • Self-motivated, enthusiastic, adaptable, flexible team player
  • Good interpersonal skills
  • Able to work as a team member
  • A demonstration of constant learning and the ability to pick up technical skills quickly
  • Previous experience in customer support
  • HTML, CSS, XML, FTP, SQL, API's would be advantageous
  • Experience using Java and Java Apps
  • Excel Spreadsheet Manipulation
  • MAC OS/Linux experience
  • Ability to make decisions under pressure

If you require any further information please contact Joe Lyons on

GB Tech is your specialist in IT and Technology recruitment. We hire across a vast range of roles including Data & Insight, Engineering, Helpdesk & Support, Cyber, Java, C#, Python and Development.

Based off the M5 between Cheltenham and Gloucester, we manage IT jobs in Gloucestershire and the Southwest including Bristol, Swindon, Cirencester, Oxford, Reading, Birmingham and South Wales.

Specialists in permanent recruitment, we also provide temporary, interim and fixed term solutions. We are committed to working to the highest possible standards for our candidates and clients.

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