Product Support Analyst

Reading, UK
18 Sep 2019
26 Sep 2019
Contract Type
Full Time
Job Vacancy: Technical Product Support Analyst

Location: Reading

This role requires the support of several award winning, technical products in use within hundreds of thousands of businesses all over the World.

The provision of exemplary technical support is core to this business. They employ circa 1400 staff and some 400 of them are involved in supporting their Product Set. In this role you'll be reporting to the Technical Support Supervisor, working together with a growing team of highly competent Support Experts.

You'll be upskilled rapidly; part of your learning process will involve a trip to their HQ in the US, where you will spend a week getting to grips with their business; their culture, their products and their future roadmap.

You'll of course receive comprehensive training to familiarise yourself with the products, but in order to support them effectively you'll need an understanding of the foundations of IT Infrastructure, including technologies such as DNS, DHCP, TCP/IP, RAID and Virtualisation. And the more you know about Cisco networking the better, although of course training will also be provided in this area if you're running at Mbps rather than Gbps!

While not a requirement, if you have experience of providing technical support of SaaS applications, or of the Linux Operating System, it would be helpful. What is, however, a requirement is that you possess a strong desire to provide the very best in Customer Support and are motivated, passionate and enthusiastic about progressing your career. For the right person, the progression opportunities within this highly profitable and rapidly expanding business are significant.

Finally, there are several vacancies within this team. A couple of the opportunities will involve assisting with supporting European clients, and therefore we are also interested in speaking to individuals who meet the above criteria, who are able to speak conversational French or Italian (or both!).

What you'll do:
  • Build close, lasting relationships with customers.
  • Answer questions in relation to best practice use of the systems, including workflows.
  • Deal with incoming support inquiries, which could be received via chat, phone or email.
  • Develop the strongest possible understanding of the organisation's products and processes.
  • Perform incident triage and first resolution.
  • Take ownership of incidents until they are resolved (including escalating where necessary).
  • Ensure tickets are resolved in accordance with service level agreements.
  • Work closely with management in order to improve your skills and ensure career development opportunities.
  • Create articles for an already extensive customer-facing knowledge base where required.

What you'll need:
  • A Business or IT Related degree, or equivalent experience
  • Experience of Product / Application Support OR experience working within a Technical Infrastructure Support role.
  • A basic working knowledge of IP networking, operating systems (Windows and / OR Linux) , virtualisation, hardware components and SaaS applications.
  • A passion for learning new things and a desire to excel in an environment filled with new technologies.
  • Excellent organisational skills and an ability to prioritise effectively.
  • Excellent written and verbal communication skills and an ability to deal with challenging customer issues.
  • A patient, adaptable and positive nature, a team pla yer and you MUST have a good sense of humour.
  • Se siete in grado di parlare Italiano a livello colloquiale o professionale, cìo sarebbe molto utile!!

The business offers one of the best working environments we've ever come across and place a high degree of emphasis on staff welfare and wellbeing.

The role is paying up from £26k - £33k, depending on experience and comes with fantastic benefits.

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