​Technical Support Analyst

Leeds
£ 30,000.00 - £ 35,000.00
33 Days Holiday, Excellent Benefits

Technical Support Analyst - £30k - £35k (Dep on Experience) Excellent opportunity to join a dynamic and rapidly expanding organisation in the Software industry, 33 Days Holiday, Free Car Parking

We are currently recruiting for a Technical Support Analyst to join our dynamic and driven team based in Leeds. Our client is a reputable company going through a period of growth, offering an excellent opportunity to gain experience in a fast-paced, rewarding, customer-driven organisation.

As the Technical Support Analyst, your job will involve:

  •  Identify and assess customers’ needs to achieve satisfaction and document concisely, accurately and unambiguously any new software requirements, changes and defects
  • Manage the coordination, communication and updates between the customers, developers and any other parties involved in new custom development or software fix
  • Provide prompt, accurate and meaningful feedback to customers and diligently work within due dates and SLA
  • Establish a good working relationship with customers and developer colleagues translating business requirements into well formed, complete work packages
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams and set appropriate due date reminders
  • Replicate customer reported defects and clearly document replication steps
  • Schedule and host webinars with customers to demonstrate and explain software
  • Endeavour to meet and beat departments SLA’s, customer service principles and practices; 
  • Other duties may be added and/or assigned as needed.

The successful Technical Support Coordinator will have:

  • A proven track record of delivering excellent customer service;
  • Excellent verbal and written communication skills;
  • Technology capable – understanding of data, reporting and integration
  • Business savvy – understands business speak and processes
  • Confident and enthusiastic with a proactive ‘can do’ attitude
  • Ability to effectively prioritise your workload
  • Excellent attention to detail.
  • Ticket management experience advantageous
  • Proficient in Microsoft Office
  • Team player with the ability to work independently
  • Ability to encourage and motivate others
  • Analysis, test and reporting experience is desired

What are we offering?

Salary £30k - £35k (Dep on experience)
33 Days Holiday
Free Car Parking
Excellent Working Environment & Benefits Package

Technical Support Analyst - £30k - £35k (Dep on Experience) Excellent opportunity to join a dynamic and rapidly expanding organisation in the Software industry, 33 Days Holiday, Free Car Parking

If you have not heard back within 10 working days please assume your application has been unsuccessful

In respect to the above role(s), James Wilcockson Associates Ltd (JWA) operates as an Employment Agency