Job Ref: 213797823

Date: 2021-05-20 13:49:41

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Are you an excellent communicator with Customer Service experience?

Are you experienced in help desk systems and online support ticket management?

Do you want to work for an award winning tech start up?

If you answered yes, then this is the perfect position for you!

We are pleased to be working with a fantastic Tech Start Up based in Milton Keynes who are currently searching for a Technical Support Analyst to join their team and be the primary communicator between customers and the internal development team.

The position will see you:

Triage and categorise incidents raised by our clients, internal team, and 3rd parties in relation to issues with the business's platforms or products.
Work within defined client SLAs for response, escalations and resolution of service requests and incidents.
Liaise with end-users where 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 help desk system to maintain accurate accounts of issue resolution for use within Monthly & Quarterly Business Reviews.

To be successful in this role, you will need the following skills and experience:

Excellent communication and interpersonal skills with the ability to articulate responses dependant on the audience.
Excellent understanding of software systems with a strong logical thinking and the ability to troubleshoot any kind of problem and apply context to assess priority.
Previous support / help desk experience or relevant IT qualifications are essential
Experience of using a help desk system is advantageous.

If this position would be of interest apply right away and we'll give you a call to offer further information

Apply Now