Job Ref: 214197180

Date: 2021-07-14 12:53:37

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Technical Support Analyst – Milton Keynes
Do you have a passion for customer service and problem solving?
Are you interested in technology?
If yes, come and join us at Synology UK and be a part of the data storage expert!
This role suits people who have either recently graduated from university with a computer science/engineering degree or are having excellent customer service skills and an interest in technology.
About us
Synology creates network-attached storage, IP surveillance solutions, and network equipment that transform the way users manage data, conduct surveillance, and manage networks in the cloud era. Synology aims to help users centralise data storage and backup, share files on the go, implement professional surveillance solutions, and manage networks in reliable and affordable ways.
We are looking for a motivated candidate to join us as a Technical Support Analyst. You will act as the front-line solution provider for our channel partners and end customers. You will work in an international environment with over 1000 Synology staff members across the globe as an ambassador for the world‘s leading mid-range NAS vendor.
If you enjoy a good challenge; you will thrive in this environment. You will be working with a team of experts in our technical support, sales, marketing, and RMA teams which all will be working toward the same goal!
What you'll be doing:
* Providing quality customer service and first/second-level technical support/consultation to premium partners, channel partners, and end customers within assigned regions.
* Effective management of all incoming customer calls, e-mails, and live online chats whilst adhering to internal SLAs, KPIs, and procedures.
* Escalating and/or redirecting cases whilst liaising with 3rd level support and developers.
* Participating and contributing in assigned individual and group projects with internal teams.
* Other duties as required and requested.
Essential skills and experience:
* A passion for technology and a drive to be successful within the field.
* Ability to identify and resolve problems in a timely and efficient manner.
* Excellent communication and interpersonal skills.
* Fluent in English, both verbal and written.
Desirable skills and experience:
* A bachelor’s degree in computer science or engineering, or equivalent industry experience.
* Strong knowledge in networking, storage, virtualisation, surveillance, and/or Linux.
* Fluency in another European language.
Further information and benefits:
* 37 hours per week split over 7 working days between 8:00-17:30 from Monday to Sunday. You will work on morning shift 8:00 – 16:30 and regular shift 9:00-17:30. You must be flexible with further shift arrangements in line with business requirements.
* Free parking
* 20 days Annual Leave plus UK Bank Holidays
* Private Medical Insurance
* Auto-enrolment Workplace Pension Scheme
Please join us and take up challenging work with the top software talents

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