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Graduate Operations and Support Analyst

Data Careers Ltd

Bristol

Permanent

£26000 - £30000/annum

BS13LG

Posted: 22/06/2022

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Job Type: Full Time / Permanent

Location: Home Based / South West with travel to our Bristol hub when required

Business Unit: Civica Agylia

Skills: Application Support, helpdesk support, Junior Support Analyst, Graduate    

Salary                  £26k - £30k + £3,900 car allowance 

Location              London (Hybrid)

Benefits              comprehensive benefits (25 days holiday (option to buy more and sell back holiday) pension, medical cover, life cover, discounted gym membership, various employee discount schemes

Are you passionate about delivering the highest Customer Service and want to work within a fast paced and growing software company? Are you looking to secure a role with a UK Top 2 Software Company and a Top Rated Glassdoor employer?

Our Client is the largest provider of IT Solutions to the Public Sector in the UK.  They develop and deliver a broad range of bespoke software solutions and deliver into Public sector including: Local Government, Central Government, NHS, housing, education and more.

We are looking to recruit an Junior/ Graduate Operations & Support Analyst to work as part of our clients team. They are a market leaders in digital learning solutions and have a track record of supporting organisations to deliver digital learning solutions that enhances the knowledge and skills of their people. Our range of solutions include a learning platform, learning apps, eLearning content and more.

The Operations and Support Analyst reports to the Technical Operations, and Solutions Project, Manager, and is responsible for supporting members of the sales and operations teams in growing the business. They will achieve this by aiding with new sales, supporting implementations processes, and supporting customers into the future.

By providing excellent customer service the Operations and Support Analyst will work to increase customer retention and ensure the business unit achieves excellent net promoter scores. In addition, the Operations and Support Engineer will work to ensure compliance, reducing risk to the business, and providing reassurance to customers, which will further help with business growth through customer acquisition and retention.

Responsibilities:

Respond to inbound customer support issues raised via the helpdesk system, in a timely fashion, in line with our customer SLAs, and always ensuring use of appropriate language, and tone

Become a product expert, and then stay abreast of the latest updates to the product to ensure that you can answer as many support queries as possible without escalation

Become knowledgeable in content creation tools (e.g. Articulate Rise) as directed by the Technical Operations, and Solutions Project, Manager from time to time

Work with members of the Support and Operations teams to create customer facing documentation and training materials, including maintaining the service desk knowledgebase. This will include creation of media in multiple formats including eLearning courses, How To/Features Explained articles, FAQs and demonstration videos

Provide reports to the Technical Operations, and Solutions Project, Manager, as well as the Operations Director on issues relating to or impacting customer satisfaction including NPS as well as support ticket statistics and escalations

Testing, reproducing, and documenting technical problems reported by customers to a standard where the issue is actionable and the resolution verifiable by the development team

Produce scripts and similar tooling to streamline support and implementation processes, assisting the Technical Operations, and Solutions Project, Manager in improving the productivity of the Support and Operations teams, and reducing reliance on the software development team for routine issues

About You

The successful candidate will possess excellent communication, you will be motivated to learn and prepare new skills, both commercial and of a technical (IT) nature and you will remain calm when working under pressure.

Good customer service skills and ability to deal with customer queries and complaints

Positive, proactive and self-motivated individual

Time management skills with the ability to work with minimum supervision

Ability to work independently recognising and setting priorities for self.

Ability to work as part of a team.

About The Company

Top rated employer – Glassdoor: Our average length of service is 9 years

Accredited, ‘Investors in People’ – Gold

Financial Times - Diversity Leader 2022

My client is an international software company and a global leader in public services technology with more than 3,000 customers across 10 countries.

•         22 years of unbroken growth

•         1 in 4 vacancies filled through internal promotion

In return we can offer a competitive salary & package and the opportunity join a leading software and solutions company that has gone through a sustained period of growth

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