Hays Specialist Recruitment Ltd posted a job you might be interested in November 27, 2014 at 11:27AM

Hays Specialist Recruitment Ltd



Software Support Analyst

Milton Keynes, United Kingdom, GB - Computer Software

Software Support Analyst



We have an exciting opportunity for a Software Support Analyst to work within my clients Global Service Delivery Team, based in Milton Keynes, to provide first, second and occasionally third line responses to customer issues and queries with the organisations software over the phone and via email. Please note that this is not a help desk analyst role.



This role requires excellent communication and prioritisation skills. Candidates must have an excellent telephone manner and be able to think through technical problems and provide clear solutions to the customer whilst building rapport and trust. Attention to detail / quality is important as well as a tenacious delight in pursuing an answer or resolution for a customer.



My client provides its services to global customers and their software analysts will support customers working in different time zones. Reporting to the Regional Service Delivery Manager, you will have direct responsibility for assisting specific customers, whilst working within the support team.



The right candidate will have experience of working in a busy software support roles, managing calls professionally and working within a defined Service Level Agreement. In return my client will provide training on their products as this person will be expected to become an expert in one or more products to a level where they can reproduce customer issues, suggest solutions, rectify problems or escalate to engineering for code changes.



Responsibilities and Key Activities

* The Support Analyst owns helpdesk tickets for one or more of the of the organisations suite of products, ensuring that correct priorities are assigned to cases and that all issues are followed through to resolution.

* Works directly with other lines of business (for example Engineering and Professional Services) and liaises with the customer.

* Manage and complete specific projects that support the Customer Services and Product development strategies.



Expectations and Tasks

* Manage incidents in a timely and effective manner with a focus on customer satisfaction.

* Provide expertise in one or more of the products and escalate issues to engineering when they are unable to rectify or resolve an issue.

* Organise and participate in periodic review meetings with key customers to give them updates on progress, receive feedback on service and satisfaction, and to maintain the client relationship.



Skills

* Ability to prioritise themselves and their customer calls;

. Competent with SQL data.

* Proven ability to get to grips with technologies and communicate technical concepts and issues to technical and non-technical people;

* Ability to communicate issues and resolutions clearly to Customers and Internal staff alike;

* Excellent written skills with close attention to detail and strong verbal communication skills;

* Excellent interpersonal skills;

* Ability to work in a busy environment;

* An aptitude and desire for solving technical problems and customer queries;

* Solid persuasiveness and influencing skills;

* To be self-motivated;

* Have an excellent telephone manner;

* Demonstrate a positive attitude and be very customer focused;

* Organisation and time management skills are essential;

* Positive, energetic, motivated, tenacious with high standards of customer service



Requirements

Essential

* Previous experience in a software support environment is essential.

* Expertise in Microsoft Office particularly the use of Excel for data analysis

* Experience of using a Helpdesk CRM system

* Windows 7, XP, 2003, 2008, 2012

* Excellent understanding of Web technologies and browsers

* Good listening, written and verbal communication skills

* The ability to learn product knowledge quickly and understand / interpret technical concepts rapidly.

* Rapport and relationship building skills with technical and non-technical clients and colleagues.

* Organisation, coordination, prioritisation and time management skills.

* Positive, energetic, motivated, tenacious with high standards of customer service.

* Valid current driving licence.

* Eligible to work in the UK.



Desirable

* Familiarity with workforce management software would be advantageous.

* Familiarity with labour scheduling processes in retail, hospitality, public services, and transport sectors are a strong advantage.

* Java

* Apache, Tomcat, Oracle AS 10g/Fusion Middleware 11g

* Web and Client Server Environmental products

* Unix/Linux



If you feel that you have the required skill set, attitude and you are ready for a new and exciting challenge, then please apply for this role with an up-to-date CV. Alternatively you can email your CV directly or call 01923 205283.

Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk



£25000.00 - £30000.00 per annum



Posted November 27, 2014 at 11:27AM from LinkedIn http://ift.tt/15CxyLL

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