My Shortlist

Your shortlisted jobs will appear here. To view your shortlist, please login or register

DATE ADDED: Wed 06/11/2019

Application Support Analyst, 2Nd Line

SO50, UK

JOB TYPE: Permanent

SALARY: £26000 - £27000/annum + Benefits

My client provides market leading software solutions to the UK Education sector as an expanding division of a global software group.

We are looking for a 2nd Line Application Support Analyst to join the Customer Support Team on a permanent basis, to provide a support service to our education clients, offering support and advice on our range of products.

This position provides end-user support for our constantly changing specialised software applications. As a team member, you will provide timely and efficient application and technical support to existing customers via phone, web and/or email. Using sound judgment and taking decisions within established procedures for each service request, you will diagnose and skillfully identify and apply prioritisation to the cases open with you whilst adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.


* To reactively proactively support our customers through case management in our CRM

* To become Application Evangelists knowing the ins and outs of our software and be able to describe them passionately.

* Follow up any “customer care” calls

* Troubleshoot customer support cases in a timely manner - meeting and exceeding our own KPIs

* Accurately diagnose the support case to ensure it reaches the correct support queue communicating this to the customer

* Serve as an escalation point for the 1st line support team

* Liaise with 3rd line team to ensure Problems are managed and raised correctly

* Keep clients informed of progression with issues and provide follow up as necessary

* Collaborate with other departments as necessary to expedite resolutions

* Promote and maintain a high quality, professional, service-oriented company image among clients

* Assist with QA and testing of the product suite

* Provide pro-active support assisting the Professional Services teams with remote upgrades and implementations

* Maintaining remote access/support documents and customer records on our CRM

* To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to your line manager for service improvements.


* Good written and verbal English able to describe technical processes to non technical people.

* Previous experience in face-to-face or telephone-based customer support with courteous and professional phone manner, demeanour and attitude

* Good technical understanding of the basic IT systems including SQL databases, networks and web servers.

* Has excellent verbal and written communication skills and interpersonal skills

Your Personal Characteristics will include:

* Excellent communication skills, particularly over the telephone, with the ability to explain issues clearly and simply, both verbally and in writing

* An ability to build a rapport with customers

* Logical and analytical, with a methodical approach to problem-solving

* Accurate, with high attention to detail

* Good team player, yet willing to take personal responsibility for issues

* Self-motivated, resourceful and keen to learn and share knowledge

A relaxed and friendly environment, offering challenge, responsibility and career progression
Role: Application Support Analyst, 2nd line
Job Type: Permanent
Location: SO50, Hampshire,

Apply for this job now.