Support Analyst

  • Location

    City of London, London

  • Sector:

    Technology

  • Job type:

    Permanent

  • Salary:

    £20000.00 - £35000.00 per annum

  • Contact:

    Arran Rooney

  • Contact email:

    arran.rooney@xcede.co.uk

  • Job ref:

    HQ00030529_1583509418

  • Published:

    about 1 month ago

  • Expiry date:

    2020-04-05

  • Startdate:

    ASAP

  • Consultant:

    #

Support Analyst
Computer Software - Permanent
£25,000 - £30,000 - London (Holborn)

The Company:

An AI-powered SaaS platform who are simplifying the way brands communicate with their customers by combining human agents and bots. The result: frictionless customer experiences throughout the customer lifecycle that enhance customer loyalty and drive revenue - at scale. Partnering with hundreds of forward-thinking brands such as Google, Tesco, Hertz, British Airways, and Alaska Airlines to help them deliver a better customer experience.

The Role:

You will be the technical guide, helping clients on product-related issues as they happen. Being prepared to Troubleshoot, diagnosis, and resolve technical issues as they happen. You will be instrumental in improving the platform, collaborating with engineering and product teams delivering the best customer experience.

Key Responsibilities:

Professionally and effectively field questions, troubleshoot, and resolve issues
Reproduce product behaviours to determine workarounds or solutions, escalating bugs to the Engineering team
Share your platform expertise and insights with teammates and clients, communicating in both technical and non-technical terms
Track, interpret, and share support trends, using your findings to recommend improvements to the customer experience
Understand where additional training, documentation or product enhancements can bolster the experience for our clients
Manage multiple competing priorities, prioritize issues and workflows while staying cool under pressure
Diagnose, triage, troubleshoot, identify, prioritise and understand emergent issues in our SaaS products, including those related to customer configuration or setup.
Contribute to proactive strategic improvements to reduce inbound support ticket volume and increase overall product quality.
Work closely with Customer Success Managers to understand customer issues and pain points - assessing the causes and the impacts.
Collaborate with other Engineering and Product teams maintaining a “customer-first†mentality.

Requirements:

Experience supporting a technical product. Additional experience in other client-facing roles is a plus
Proficiency working with APIs is an advantage
Experience working in high-pressure, time-sensitive situations while maintaining a positive attitude
Customer oriented with excellent written and verbal communication skills
Ability to be "on-call" after-hours on a rotational basis
Strong delivery skills with the drive to get issues resolved
Familiarity with test driven development and Agile practices

If interested in the role, please apply now or email CV to arran.rooney@xcede.co.uk