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21 days ago
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IT Software Support Customer Services Analyst


Recruitment Genius
Salary: £20000 - £30000 per annum
Location: Bromsgrove
Job type: Permanent
Contact: Recruitment Genius Ltd
Category: Customer Service Jobs
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This is an opportunity to join a growing, friendly team as an IT Software Support and Customer Services Analyst working for an established IT company based to the South West of Birmingham.

The company provides a comprehensive range of workforce management solutions. They are seeking an ambitious, motivated and energetic individual who thrives on working with colleagues to encourage customers to realise the full range of benefits available from their investment in our technology. Your primary duties will be concerned with the management and resolution of customer support calls. This is, however, a customer service role that goes beyond traditional 1st and 2nd line support to include building rapport with contacts by telephone to ensure that they are fully supported at all stages of their journey from initial implementation to effective and comprehensive use of product features.

Duties include:
- Receiving and responding promptly to incoming support calls and emails
- Assisting customers with the use of the system and, if necessary, identifying and investigating the cause of any potential issues by telephone or remote access
- Escalating matters to colleagues where appropriate but retaining overall responsibility for the satisfactory resolution of calls and keeping customers informed of progress
- Maintaining effective relationships with internal and external stakeholders and in particular keeping abreast of individual customer requirements and priorities to ensure their effective use of systems
- Implementing a process of continuous improvement in respect of tools, techniques and documentation to ensure the services are delivered effectively
- Assisting with the delivery of customer training via webinar and face to face
- Contributing to the design, development and testing of new products and releases
- Contributing to the maintenance of the documentation and support resources available via the corporate website

The successful candidate will:
- Be an effective communicator and have excellent interpersonal, written, and oral communication skills. The ability to convey ideas to both technical and non-technical audiences is essential
- Be IT/computer literate and have experience of resolving customer support issues in person and remotely in a timely manner
- Be creative and innovative in the development of tools and techniques to assist with customer support activities
- Be able to set and manage priorities and work with minimal supervision
- Have keen attention to detail and good analytical and problem-solving abilities
- Have a UK driving licence

In return they are looking to offer a starting salary of £20,000 - £30,000 dependent on experience.

There are frequent opportunities for personal development and progression within the company and internal promotion is the preferred way of making more senior appointments.

Benefits
- Salary + travel expenses
- 22 days holiday plus bank holidays
- Pension
- Six month pay review
This is an opportunity to join a growing, friendly team as an IT Software Support and Customer Services Analyst working for an established IT company based to the South West of Birmingham.

The company provides a comprehensive range of workforce management solutions. They are seeking an ambitious, motivated and energetic individual who thrives on working with colleagues to encourage customers to realise the full range of benefits available from their investment in our technology. Your primary duties will be concerned with the management and resolution of customer support calls. This is, however, a customer service role that goes beyond traditional 1st and 2nd line support to include building rapport with contacts by telephone to ensure that they are fully supported at all stages of their journey from initial implementation to effective and comprehensive use of product features.

Duties include:
- Receiving and responding promptly to incoming support calls and emails
- Assisting customers with the use of the system and, if necessary, identifying and investigating the cause of any potential issues by telephone or remote access
- Escalating matters to colleagues where appropriate but retaining overall responsibility for the satisfactory resolution of calls and keeping customers informed of progress
- Maintaining effective relationships with internal and external stakeholders and in particular keeping abreast of individual customer requirements and priorities to ensure their effective use of systems
- Implementing a process of continuous improvement in respect of tools, techniques and documentation to ensure the services are delivered effectively
- Assisting with the delivery of customer training via webinar and face to face
- Contributing to the design, development and testing of new products and releases
- Contributing to the maintenance of the documentation and support resources available via the corporate website

The successful candidate will:
- Be an effective communicator and have excellent interpersonal, written, and oral communication skills. The ability to convey ideas to both technical and non-technical audiences is essential
- Be IT/computer literate and have experience of resolving customer support issues in person and remotely in a timely manner
- Be creative and innovative in the development of tools and techniques to assist with customer support activities
- Be able to set and manage priorities and work with minimal supervision
- Have keen attention to detail and good analytical and problem-solving abilities
- Have a UK driving licence

In return they are looking to offer a starting salary of £20,000 - £30,000 dependent on experience.

There are frequent opportunities for personal development and progression within the company and internal promotion is the preferred way of making more senior appointments.

Benefits
- Salary + travel expenses
- 22 days holiday plus bank holidays
- Pension
- Six month pay review

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