Technical Support Analyst

Date: 16 hours ago

City: Bournemouth, England

Contract type: Full time

What You’ll Deliver

Triage technical support issues raised through our Client Services Team.
Resolve issues where possible or escalate to the appropriate 2nd line support teams.
Coordinate and participate in bridge and incident calls with internal and external stakeholders.
Track incidents and keep the Client Services Team updated with timely, clear communication.
Keep tickets accurate and up-to-date, identifying root causes and ensuring long-term solutions are logged.
Provide root cause analysis and post-mortems to key partners, ensuring everything is delivered within SLAs.
Compile monthly reports on incidents, support tickets, and % uptime, sharing these insights with both internal and external teams.
Jump in to assist with inbound emails, calls, and incidents when Client Services needs extra hands.
Assist with installation of finance modules on customer webstores

What You’ll Bring

A graduate with at least 1 year of experience in a software support role, adept at taking an analytical approach to problem-solving.
Experience with a documentation software like Confluence.
A passion for IT and client management.

We would love you to know or learn

You have experience with Office 365, Zendesk, or HubSpot—but we can teach you if not.
Demonstrated ability to apply critical thinking and analysis to resolve issues.
Strong time management skills, able to handle multiple priorities with precision.
Exceptional communication and interpersonal skills—you know how to build and maintain rapport with ease.
Hands-on experience with data logging systems like Datadog
Hands-on experience with a project management tool like Jira

We work with Textio to make our job design and hiring inclusive.

Permanent

Post a CV