Are you an experienced custom focussed Technical Support Analyst looking to work in one of the UK's hottest start-ups? Do you have experience in offering 3rd line technical support following ITIL standards? Do you have experience working with online ticketing systems? If you answered yes, then we have an amazing opportunity for you!
We are pleased to be working with one of the UK's hottest tech start ups who are currently building their technical support team for their award winning applications.
The position is home based with office travel required once per month.The position will see you:
To be successful in this role, you will need the following skills and experience:
- Triage, categorise and provide 4th line development with step to recreate any bugs raised by internal support teams for them to fix.
- Own the bug pipeline and work with internal teams to prioritise them for inclusion in releases based on volume / business risk and customer impact.
- And 3rd parties in relation to all problems defined as platform / mobile app bugs.
- Work within defined client SLAs for response, escalations and resolution of service requests and incidents.
- Liaise with end-users were necessary to elicit all information required to triage & resolve the incident.
- Liaise with the Development team where necessary to resolve incidents.
- Liaise with 3rd Party technology providers where necessary to resolve issues or identify accountability.
- Speedy escalation to the Exec team where issues cannot be resolved within a timely manner.
- Produce and distribute communication to clients for high profile incidents.
- Correct usage of a helpdesk system to maintain accurate accounts of issue resolution for use within Monthly & Quarterly Business Reviews
- At least 3 years commercial experience in a 3rd line Technical Support position
- Experience working with online text-based ticketing systems
- Mobile Application support would be hugely beneficial.
- Formal IT qualification/ ITIL certification would be beneficial
If you would like to learn more about this fantastic opportunity, apply right away and we'll be in touch with further details.