IT Support Analyst | UK Client

Job Summary:

We are looking for an IT Support Analyst to provide first-class support and assistance for our platform. The ideal candidate for this role should be a subject matter expert who effectively communicates with clients and collaborates with product and tech teams to resolve technical queries and platform issues.

• Customers receive first-class support and assistance when raising platform issues and queries
• Enquiries are responded to in accordance with defined Service Level Agreement (SLA) period
• Customers can contact Helpdesk via telephone and email during Helpdesk opening times
• Helpdesk tickets are raised and processed based on priority and severity
• Tickets are documented and include reproducible steps that can be used to recreate the issue
• Stakeholders (Clients, Product team, Technical team, Account Managers) are kept informed about the status of issues
• Platform documentation and FAQs are available for common Support requests
• Platform documentation guides (e.g, written and video) are created and maintained to assist Customers will common problems
• Customer’s knowledge gaps will be identified and raised to the Customer Success team to improve the Customer’s usage of the platform
  
  

Person Specification:

• You will be a team player, committed to and motivated by the success of the team. You will be willing to go the extra mile when needed.
• You will be a problem solver, using your own initiative as well as reaching out and learning from others.
• A fast learner, able to pick up new technologies and processes quickly.
• Ability to document technical procedures.
• A confident and professional manner with excellent written, phone and conversational skills (oral and written English).
• You will have a positive, can-do attitude.
• You will be committed to your own self development, taking time to understand our industry, our products and our customers.
• You are agile, attentive and able to manage your own time and workload effectively.
• Adaptable - able to pick up new systems and processes quickly.
  
  

Requirements

Requirements/Skills Needed:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1 to 2 years previous experience with direct customer contact
• Experience maintaining SaaS solutions is required
• HTML experience
• Proactive and a quick learner
• Degree in a technical related field
• Focused, conscientious, efficient with excellent time management skills
• Able to collaborate with peers and other people inside and outside the business
  
  

Additional Job Details:

Set-up and Location: Hybrid/WFH

Work Schedule: Flexible (UK Greenwich Mean Time) | 6:00 AM-3:00 PM (PH Time)

Employment Type: Full-time

All interviews and other hiring requirements are done virtually or through video calls or emails.