Reference: TQ2324_3132_377
Vacancy: 1
Job title: Customer Support Analyst
Location: Leicester
Job Purpose:
TESTQ Technologies is an IT services and solutions company whose offerings spans over variety of industry sectors with strong technical, domain and process expertise helping clients grow their businesses and decrease operational costs on continuous basis in an ever-changing business environment.
This opportunity is in the solution design and development arena for Customer Support Analyst who will be responsible for providing exceptional technical support and customer service to our clients. This role requires a strong understanding of our products/services, excellent communication skills, and the ability to troubleshoot and resolve technical issues efficiently.
Job Description (Main Duties and Responsibilities)
- Document and track customer issues using our CRM system.
- Collaborate with cross-functional teams to improve product functionality and resolve customer concerns.
- Provide first-line technical support to customers via phone, email, or chat.
- Troubleshoot and resolve technical issues related to our products/services.
- Assist in the creation and maintenance of support documentation and knowledge base articles.
- Good technical skills (should be able to refer SOPs and use client tools independently)
- Participate in product testing and quality assurance as needed.
- Escalate complex issues to the appropriate internal teams for resolution.
- Ability to diagnose and resolve technical issues related to software, hardware, or systems.
- To perform analysis and determine client problems, and document these issues
- To assist customers by performing analysis of various issues relating to LANs, WANs, desktop computers, Internet connectivity and the installation of hardware and software
- Customer-focused attitude with a passion for delivering exceptional service.
Key Skills, Qualifications and Experience Needed [The candidate must demonstrate these in all stages of assessment]
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Proven experience in a technical support role or similar customer-facing position.
- Proficiency in CRM software and ticketing systems.
- Strong understanding of technical troubleshooting methodologies.
- Familiarity with SQL, HTML/CSS, and other relevant technical skills is a plus.
- Good skills to create and maintain support documentation, knowledge base articles, and FAQs.
- Expertise with remote desktop applications (e.g., TeamViewer, Remote Desktop Protocol) to assist customers with troubleshooting.
- Familiarity with SQL (Structured Query Language) to retrieve and manipulate data from databases.
- Proficiency with ticketing systems (e.g., JIRA, Zendesk) for logging, tracking, and resolving customer issues.
- Good understanding of basic IT concepts such as networking, operating systems (Windows, macOS, Linux), and software applications.
Other Key skills:
- Good analytical and Problem-solving skills
- Good communication skills
- A thorough approach and Self starter
- Focus on quality and delivery
- Working together in teams.
- Leadership and effective decision making.
- Flexible Attitude
- Excellent customer service
Qualifications: Bachelor's degree or Computer Science, or a related field in the UK or Equivalent.
Salary: GBP 33000 to 45000 per annum
Published Date: 2nd September 2024
Closing Date: 2nd October 2024
Evaluation: CV Review, Technical Test, Personal and Technical Interview and References
Job Type: Full-time, Permanent [Part time and Fixed Term option is available]
