1st Line Software Support Analyst

England, Staffordshire, Tamworth
£18000.00 - £21000.00 per annum
18 Feb 2021
18 Mar 2021
JN -122020-158596
Matthew Stone
Contract Type
Full Time
1st Line Software Support Analyst

1st Line Support / Software Support / Customer Service / Help Desk / Tamworth

My client, an industry leading Software Company are looking for a passionate 1st Line Software Support Analyst to join their Customer Support Team. The role will be remote initially but will be office based in Tamworth in the long term.

As a 1st Line Software Support Analyst, you will provide valued customers with high quality technical support, advice and guidance relating to a comprehensive range of products and services. You will be joining a highly motivated and dedicated support function who are willing to go that extra mile in order to ensure that the service standards client demands are met.

Key Responsibilities:
*Responsible for dedicated client relationships.
*Working within a team of support analysts to handle customer requests (via e-mail, telephone or web portal).
*Handle complex or difficult customer issues to achieve prompt resolution.
*Responsible for the management/co-ordination of all assigned calls and tickets throughout the support and remediation lifecycle including providing the Customer with timely and accurate updates.
*Providing customers with product usage advice and guidance.
*Identifying and managing the appropriate priorities and required actions (e.g. escalation).
*Managing product releases for your clients.
*Managing product enhancements for your clients.
*Contribute to the attainment of internal and external KPI and SLA compliance
*Communicate regularly with team members through team meetings and individual review sessions.

Key Skills and Experience required:
*Strong customer service ethic and sense of urgency.
*Good IT skills including experience of Microsoft Windows and Microsoft Office.
*Ability to deliver and coordinate to tight deadlines.
*Organisation, collaboration, communication and interpersonal skills.
*Excellent client facing skills and experience to ensure relationships are kept strong.
*Experience in support / helpdesks.
*Excellent verbal and written communication skills at all business levels.
*Problem solving skills and a willingness to learn, explore ideas and innovate.
*Any basic SQL or C# experience is advantageous but not essential.

This is a great opportunity to join a market leading business as they continue to grow. The salary on offer is £18,000 - £21,000 depending on experience plus some great company benefits.

Please apply ASAP to be considered - interview will be taking place this side of Christmas!

1st Line Support / Software Support / Customer Service / Help Desk / Tamworth

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Spring. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

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You are about to register with the Adecco Group UK & I as a candidate. During your registration, we will collect and use information about you to make available our services and maintain our relationship with you. Our Privacy Information Statement explains how we collect and use information about you and the rights you have.

Where you choose to give us so called sensitive information* other than where we ask for it, by giving us that information, you agree that we may use it in the way set out in the Privacy Information Statement.

* This is information that gets special protection under our privacy laws. It is information about your race or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, genetic or biometric details, sex life and details of any criminal convictions or similar you may be subject to.

♦ The business of the Adecco Group UK & Ireland is transacted via a number of differently branded trading entities, as follows: Adecco UK Limited, Adia Technology Limited, Modis International Limited, Badenoch and Clark Limited, Ajilon (UK) Limited, Office Angels Limited, Penna plc, Pontoon Europe Limited, Roevin Management Services Limited, Spring Technology Staffing Services Limited.

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