Support Analyst
Location
Manchester (may require some nationwide travel to client sites)
Overview
The Support Analyst will independently resolve those issues assigned to them by a case expediter. They will demonstrate advanced software knowledge and the ability to deliver a superior customer experience. Their skills will allow for timely resolutions of customer escalations by:
- Offering advanced technical troubleshooting
- Research
- Environment replication
- Identification of workarounds, and
- Timely escalation to all available 3rd level escalation points, as appropriate
Responsibilities
- Provide timely response to customer escalations with appropriate notification to all required Support Centre Management.
- Actively support the customer in all aspects through to problem resolution, keeping the customers informed throughout the duration of each case.
- Clearly and concisely log and track details of solutions provided to resolve customer issues while maintaining and updating customer database to ensure customer information is current and accurate.
- Attend required technical training sessions and make effective use of assigned lab time. Willing to travel on-site, if necessary, to identify and resolve customer escalations.
Experience/Skills
- Knowledge of at least two of the following: Window 2000, Windows 2003, Oracle RDBMS, MS SQL Server, Documentum, LiveLink, FileNet.
- Experience of supporting document, content or engineering management solutions, or other enterprise information systems.
- Proven track record in maintaining and enhancing skill(s) level(s) according to future technology trends.
- Proven track record in managing multiple escalations with effective follow-up/follow-through and timely documentation.
- Superior customer focus.
- Excellent communication skills.
- Administrated commitment to mentor and share knowledge across teams and company-wide.
Qualifications
- University degree or equivalent in either an IT or business discipline.
- 5-6 years equivalent role experience, experience in document and content management systems preferable.
- Experience in working with teams.
- Experience in working on multiple customers simultaneously.
