Job Type: Full Time / Permanent
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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.
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
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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