Support Analyst

Hays Specialist Recruitment Limited
Cheltenham, UK
17 Oct 2019
02 Nov 2019
Contract Type
Full Time
Support Analyst | Cheltenham

Your new company
Our client is a multi-channel eCommerce that have received significant investment into their organisation to assist their growth using the best technology and talent available on the market.

Your new role
The role sits within Customer Operations where the focus is on revenue retention and growth. You will be specialising in performing resolution of customer queries in relation to the External Systems and 3rd parties that they are integrated with, whilst offering a high level of Customer Service.


* To take ownership of a group of customers, supporting not only the resolution to their tickets, but the growth of their business.
* To take ownership of user problems and be proactive when dealing with user issues.
* Troubleshooting applications and system performance issues.
* Ensure effective methods of communication are used with customers.
* Communicate with 3rd Parties directly where appropriate to ensure ticket resolution.
* Maintain ownership of customer Support tickets assigned to other departments and ensure customers are updated in line with SLA's.
* Participating in application testing where required.
* Identify trends through Problem Management and suggest resolutions to collections of issues.
* Accurately capture Time Worked on all Support tickets.
* Support our UK and international customers by taking part in On Call, evening and weekend shifts to provide out of hours assistance.
* Frequently contribute to the customer forum and knowledge base.

What you'll need to succeed:

* Excellent customer service and communication skills - both written and verbal.
* A tenacious approach to problem-solving with excellent analytics skills.
* The ability to assess information and make recommendations.
* Self-motivated, enthusiastic, adaptable, flexible team player.
* Good interpersonal skills.
* Work as a team member to share application knowledge to empower others.
* A responsible attitude.
* A demonstration of constant learning and the ability to pick up technical skills quickly.
* Previous experience in customer support.

What you'll get in return
£18,000 salary and a healthy benefits package, to be discussed on application.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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