2nd line Software Support Analyst

Synchro Recruitment
Leamington Spa, Warwickshire
11 Sep 2019
08 Oct 2019
Contract Type
Full Time
Based in Leamington Spa, our client is seeking a 2nd line Software Support Analyst who has a passion for technology and who would like to be part of an innovative and forward-thinking software house.

The 2nd line Software Support Analyst role sits within the Support function but also liaises closely with the Technical Support and Development teams to help resolve product issues that the customer may raise. As the Customer Service Analyst you will be supporting a core product suite (hosted in the cloud) and be responsible for owning and troubleshooting any 1st / 2nd line technical issues that come through. You will also be expected to be proactive in looking ahead to potential areas of support in a multi-tier environment.

Skills required for this role:
  • Responding quickly, appropriately and professionally to customer and internal queries regarding software issues.
  • Diagnosing faults within existing or newly developed software.
  • Ownership of investigations of internal and external customers in line with defined service level agreements and Support procedures.
  • Providing solutions to problems & customer requests, including data changes if appropriate.
  • Liaising with other teams to ensure permanent software fixes are implemented.
  • This role generally does not include any programming but will involve appreciation of the underlying technology to demonstrate a thorough and ongoing knowledge of all live solutions.
  • Provide 1st and 2nd line support with hands-on telephone and email support.
  • Ownership and ability to action and track customer incidents through to resolution.
  • Escalate & provide feedback to the Customer Services Manager on common issues.
  • Assess each issue/problem raised for impact to the customer and prioritise and plan workload as appropriate.
  • Forecast and communicate resolution timescales, adjusting according to progress.
  • Setting expectations with the customer, negotiating/agreeing priorities as appropriate. Ensure issues are identified, tracked, reported upon and resolved in a timely manner.

ROLE: 2nd line Software Support

LOCATION: Leamington Spa, Warwickshire

Please contact Chi Ming Lau at Synchro to explore this exclusive opportunity further or apply through this job posting and we will be in touch.

Keywords: technical support, 1st line support, software support, it support analyst, it technician, it engineer, it analyst, it support engineer, 2nd line support, second line support, 3rd line support, third line support application support, software, XML, development lifecycle,

Location: commutable from: Royal Leamington Spa, Kenilworth, Banbury, Coventry, Warwick, Oxford, Leamington Spa, Stratford Upon Avon, Shipston on stour, Leicester, Solihull, Shirley, Nottingham, Birmingham, Solihull, West Midlands,

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