Current Vacancies…

Support Analyst

Salary range: £16,500 – £18,000 per annum

Working hours: We work a few different shifts (8.00am – 4.45pm, 8.30am – 5.15pm and 9.15am – 6.00pm) to support our customers. We’ll do our best to assign you a preferred shift, although we need some flexibility from you to make sure we’re resourced effectively.

Contract: Permanent

Start date: Immediate

Location: Lincoln

Additional benefits: Pension, Private healthcare insurance

We’re looking for enthusiastic and confident problem solvers to join our expanding application support team based in Lincoln. You’ll provide inbound support to customers via phone, chat and email – quickly establishing the cause of the issues through appropriate questions and enabling solutions as swiftly as possible – whilst at-all-times delivering a high level of diplomacy and customer care.

What will I be doing?

• Providing direct end user support via telephone, email and chat, ensuring all interactions are recorded in our support ticketing system (Zendesk)
• Categorising tickets, ensuring issues are clearly documented and required support succinctly summarised
• Managing your own ticket queue, taking ownership of issues and ensuring adherence to our support SLAs
• Escalating support tickets promptly where you’re unable to resolve
• Performing SQL updates to resolve client data issues and creating bespoke reports
• Communicating professionally with customers and internal teams
• Supporting the wider team in achieving high customer satisfaction

What do you need from me?

• Excellent all-round IT skills
• Great communication skills, oral and written
• A true ‘people person’ with an awesome approach to customer service (particularly with high profile customer groups)
• Super problem-solving abilities and an analytical mind
• Excellent workload management and work prioritisation skills

Although not essential, the following are desirable for the role:

• Previous experience providing software support
• GCSE grade A-C in Math and English and/or experience with related technologies

And in return…

We will offer continuous professional development through training courses, self-study and on the job training; actively encouraging you to share new ideas, new technologies and solutions. 20 days annual leave – increasing with service – plus bank holidays, private healthcare insurance, cycle-to-work scheme and employee engagement perks throughout the year.

How to apply

Please send a covering letter and C.V. to hana.bott@streets-heaver.com, with ‘Support Analyst’ as the subject title.