Senior Support Analyst

Role Purpose:

Working in the customer support team, your main duties will be 1st Line Support to Customers and Agents.  This will involve answering customer queries, giving expert advice over various channels and making sure the customer is always kept up to date, managing their expectations and providing a high standard of service. Taking responsibility and ownership of the enquiry, you will build a network throughout the company to ensure that the resolution is found quickly and efficiently and identify any obstacles that may be present by escalating these to ensure that these are resolved in a timely manner.

Ensuring you maintain and facilitate a regime of pro-active support to all clients with active support contracts, ensuring customers queries are always logged in the internal systems. Also, analysing and collating client requests for modifications for inclusion and evaluation in Development meetings. Ensure any acceptable modifications are logged and progressed in the appropriate systems.

You will also assist the QA team by testing program modifications and bug fixes, ensuring the testing lead-time is kept to a minimum and that the modified program is delivered to the customer in a timely manner. This will include assisting with the maintenance and running of a consistent and repeatable test regime using standard models and known comparable results such that “compliance testing” can be undertaken.

Throughout your time as a Senior Support Analyst, you will need to ensure your products and market knowledge is kept up to date to make sure all advice given is first-rate conducting internal training sessions with the Implementation team, and Customer Success Team.

Your role may also include other duties or special projects as reasonably requested by Coats Digital.

Principal Accountabilities and Key Activities:

Main Duties & Responsibilities: 1st & 2nd Line Support

•  Provide 1st Line Support via Email, MS Team and Telephone
•  Maintaining Support Cases in Hubspot CRM system
•  Investigate issues / gather information and details of the issue to progress the case to resolution
• Contact customers and Agents and liaise with internal team on issues
• Take ownership of 2nd Line escalations to resolution or to further escalation to 3rd Line/Development
• Manage cases according to Business SLAs
• Train customers based on cases logged and maintain reduction of case % consistently
• Release new version upgrade to customers and conduct new functions training according to the new release

Other Duties & Responsibilities:

·       Knowledge Management

Document functionality and solutions, for clients/agents

Maintain Help Files and Knowledge Base Materials

Education, Qualifications and Experience

(Include skills and competencies required to perform the role competently)

• Graduation/Post Graduation in any desipline, businees background is preferred.
• 3+ Years relevant work experience
• Excellent communication and people skills whether face to face, over the telephone, or in writing.
• Strong analytical approach to problem solving.
• Ability to interpret user needs and provide workable solutions to problems.
• Self-motivated and capable of working alone, or as part of a small team.
• Ability to work independently and within a group with minimal supervision.
• Experience of MS Office products including Excel, Outlook, MS Team.
• Knowledge of SQL scripts and SQL Server.

Desirable:

• Apprenticeship/base qualification in customer service / technical support, e.g. ITIL v4
• Experience of software support or implementation and training.
• A background knowledge of either manufacturing or sourcing industries.
• Experience in using Hubspot CRM cases system
• SaaS system support experience
• Windows network environment knowledge.
• IIS (Internet Information Services).
• SSRS (SQL Server Reporting).