Junior Support Analyst

The Software Support Department assists customers with queries and problems relating to the VAST ’ VAST Online application software post implementation. The Department also provides customers with a wide variety of other services including the installation of new software and training.
Tier 1 analysts are the first port of call for our customers. Our Tier 1 Helpdesk aims to document, understand and help users with varied questions or issues related to their chosen software.
Key Responsibilities:

Triaging customer reported concerns over the telephone and via email
Accurately logging and prioritizing all incoming communication via KCS ticking system
Ensure customer account and contact details are kept up to date
Pro-actively taking ownership of a wide variety of incidents and problems
Identifying and escalating problems to level 2 software support where required
Ensuring all incidents are dealt with efficiently and promptly in accordance with the Service Level Agreement

Managing, prioritising and progressing their adopted incidents, in particular:

Effectively and promptly resolving incidents, ensuring old incidents are prioritized and kept up to date
Accurately investigating, identifying and rectifying both the causes and the symptoms of problems
Providing work arounds to minimise the impact of problems when this is appropriate
Implementing solutions to the customers’ best advantage and ensuring the call resolutions meet the working and business practices of the customer
Escalating incidents and seeking advice when appropriate
Using the ITSM system correctly and ensuring that incidents are updated on a regular basis with actions undertaken
Regularly updating customers regarding the status of their incidents
Effectively handling complaints and call escalation requests from customers
Identifying customer requests that require sales and notifying correct department
Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
Pro-actively using the Intranet to share knowledge
Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
Alerting Senior personnel as necessary regarding any sensitive customer issues
Following and applying the standard procedures and practices
Taking the initiative and identifying ways in which the support service and/or support procedures can be improved and discussing these with their manager
Undertaking any other projects as required by their manager or the Support Director

Key Requirements:

Excellent written and verbal skills
Great telephone customer service
Good attention to detail
Extensive problem-solving ability and deductive logic
Previous experience with ERP systems advantageous