As a leading supplier of software to the retail and wholesale sector, we are seeking a Technical Customer Support Analyst.
Role Summary The role of a Customer Support Analyst is varied.
It includes the day-to-day management and resolution of support calls, being involved in customer implementation work and supporting other internal business departments as required.
Day to Day manage Main Job Tasks and Responsibilities Respond to and follow up customer support calls (1st, 2nd and 3rd line support) Identify, diagnose and resolve customer issues / requests Support and be involved in customer project work as needed Update internal systems with regards to work activity and any required documentation Key Tasks To investigate reported incidents/problems with BCP packages To provide help and advice to customers in the use of BCP package software To ensure customers are informed of progress on all issues To manage and prioritise own outstanding issues list Additional Duties Liaise with internal departments to progress projects and or the resolution of customer issues Undertake customer project work under the guidance of project managers and implementers Be required to work on customers' sites from time to time Be required to provide out of hours telephone support for customers from time to time Perform other duties from time to time as required Qualifications and experience PC literate with good knowledge of Microsoft Office Problem solving skills Excellent written and verbal communication skills Ability to work in a team and independently Remuneration/Benefits Salary: Dependent on experience Pension Scheme (including PHI and Death in Service benefits) 37-hour week 22 days' holiday moving to 27 days Must live within one hour's drive of Stockport Responsible to: Customer Services Manager