Application Support Analyst

Location: Milton Keynes

Salary: £25K – £28K per annum + bonus, contributory pension, health insurance, life assurance & flexible holiday.

Job type: Permanent, Full-time

Application Support Analyst:

This is a fantastic opportunity to become part of a growing team, leading our customers to success!

A core role in our Customer Success Team, you will become an expert in our products and services. You will act as the front-line ambassador  – a single point of contact providing appropriate analytical support and technical expertise across our software products. The role will be involved with the life-cycle management of all incidents, problems and service requests in line with service level agreements; putting the customer at the heat of what we do you will focus on customer service and quality over the speed of resolution.

As a well-known software and service company in the energy sector, we are constantly seeking ways of improving and extending our service to live our vision and help each of our Customers build an optimised energy management service. Working in the Customer Success function means there will also be opportunities from time to time to get involved with other activities that relate to the entire customer life-cycle – such as, presales support, design and consultancy, order delivery, on-boarding and implementation.

Your role at a glance:

Act as the front-line ambassador for Customers – the first point of contact for Customers seeking assistance over the phone or via the Helpdesk application
Use industry experience and knowledge of the applications to quickly understand the needs of the Customer and provide guidance on how they can be best achieved
Work closely with other colleagues in the department and across the business to offer high quality support and a joint-up, customer centric service
Be the customer champion across the business, ensuring they are gaining value from our products and services and we are doing everything we can to help them
Effectively articulate and problems that need input from other members within the business to resolve –facilitating efficient & timely resolution
Providing advice and guidance on how to best use our applications – going the extra mile so they gain optimal value from the system, empathising with the customers’ needs
Making initial assessment of customer requests, attempting to resolve them as much as possible, or referring them for further investigation if needed
Ensure Customers are kept up to date with the progress of their requests – managing the entire request lifecycle from verification to closure and liaising with internal teams as required
Help feed into our product and services roadmap by capturing and processing customer feedback and market insights
About You:

Degree educated with exceptional communication and customer service skills in equal measure.
2 years’ experience in a customer supporting role (e.g. Helpdesk or Support Analyst)
Highly organised, self-motivated and proactive with a passion for analysis and problem solving.
A big advantage would be knowledge of B2B energy industry in the UK, specifically electricity supply across both Non-Half Hourly (NHH) and large Half Hourly (HH) I&C billing and metering processes or knowledge or previous experience in energy management services or software
ITIL would be advantageous
About Us:

EDW Technology, established in 1995, is a fast-growing IT company specialising in the energy sector.  Having acquired TEAM Energy in 2017, a company specialising in energy management software and services, we are well placed to become a leading software provider within the energy sector.

The Energy Retail Suite (ERS) is an enterprise-scale software application used by a number of the key B2B electricity supplier in the UK. It provides end to end support for electricity supply processing including pricing, quoting, metering, billing, collections and energy forecasting.

Sigma energy and carbon management software enables users to automate and optimise their energy management system with an end-to-end, structured, coordinated and integrated approach to managing energy. Sigma allows customers to manage their energy estate by reducing costs, resources and compliance risk takes data from any number of energy suppliers and systems, any fuel, import and export power, across multiple sites within a single application.

Benefits we offer:

Employee Ownership Scheme
Flexible holidays
Career progression
Cycle to work scheme
Free on-site parking
Health insurance package
Life assurance
Contributory pension
Continued learning and development
Free fruit
Company events e.g. annual MK Dragon Boat race, Christmas Party
If you feel like you meet the above criteria for the Application Support Analyst, then please apply now!

To be considered for this role you must have eligibility to work in the UK without sponsorship.

No agencies please