2nd Line Support Analyst

nurtur.group; East Midlands; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

25 days holiday plus bank holidays

Health Shield cash plan

Job summary

nurtur is a diverse group of SaaS brands focused on generating revenue and ROI, using data to drive decisions and deliver insights. The group aims to help customers automate manual processes, boosting revenue and profitability.

The opportunity involves resolving escalated queries via phone, email, and live chat, training colleagues, and collaborating to improve service quality. Based at our Little Eaton office near Derby, with hybrid work after probation and standard hours.

Qualifications

• Excellent customer service and clear communication.
• Strong problem-solving and troubleshooting abilities.
• Familiarity with SQL queries; HTML/CSS is a plus.

Responsibilities

• Handle queries escalated from Customer Support Pods via call, email and live chat.
• Provide training and mentoring to colleagues to support the Shift Left strategy.
• Troubleshoot and resolve problems, escalating to technical teams when needed.
• Update customers within SLAs to maintain high satisfaction.
• Collaborate with partners to resolve tickets requiring input.

Skills

Customer service

Communication

SQL querying

HTML/CSS basics

Independent worker

Team player

Tools

CRM systems

HTML/CSS

Job description

nurtur is a diverse group of SaaS software brands focused on generating revenue, demonstrating ROI, utilising data to programmatically determine decisions, an industry leader in Insights and a champion of best practice and innovationwithin the sector.This enables our customers to automate manual processes and focus on their customers, which in turn increases their revenue and profitability.

The opportunity

Responding to questions and queries escalated from the Customer Support Pods, or receivedthrough calls, emails and live chat, you will thrive on resolution; seeking out answers for our customers and ensuring they have all the information to move them forward with their query.

Our customers will feel fulfilled thanks to your positive and helpful demeanour, you will be a good judge of technical ability and adjust your responses accordingly.

You will enjoy collaborating with your colleagues, sharing informationand mentoring Tier 1 Agents,escalating any outstanding queries in a timely manner, ensuring the customer is updated every step of the way.

Responsibilities

• Deal with queries escalated from the Customer Support Pods and assist with incoming queries via call, email and live chat in a friendly and clear manner; escalating appropriately where required and ensuring all communication with our customers is clear and accurate at all times.
• Provide training and mentoring to colleagues to support the Service Desks “Shift Left” Strategy
• Troubleshoot and resolve any problems found, escalating unresolved issues to the relevant technical teams in a timely manner
• Update all customers within set SLAs with a view to achieving ‘good’ customer satisfaction ratings.
• Liaise with our partners to gain resolution to tickets that require their input.
• Provide technical training to customers and where required other members of team.
• Make use of reports and live statistics to ensure Nurtur Techs systems are functioning correctly.
• Make suggestions through the relevant process to enhance our product and our offering.
• Achieving the KPIs set on a daily, weekly and monthly basis.

About you

• Great communicator – over the phone, email or our live chat platform, you are able to clearly and accurately convey information, whilst able to adapt effectively to the requirement of your audience.
• Fantastic understanding of customer service – as one of our core values, you understand the importance of our customers and their requirements.
• Tech savvy – although the ability to code is desirable, it is not essential. However, you do need to know your way around ‘tech’ and can quickly pick up new skills and learn your way around a new system or two. In this role, SQL querying is an essential part of daily life as a Support Analyst, with any understanding of HTML/CSS beneficial when problem solving.
• Ability to work independently – you are able to monitor your own ‘to do’ list, actively ensuring you complete all your actions, while always on the lookout for the next customer request or anything urgent that may arise.
• Team player – whilst working independently, we are a team and need to work as one, meaning you are able to work with colleagues to buddy up on a problem, share information and share the workload.
• Proactive worker – making use of the daily generated reports, you are able to recognise and proactively resolve problems before they become an issue for our customers.
• A Thirst for knowledge – you will show a curiosity for how things work – you will want to constantly develop your knowledge of Nurtur Techs Systems

This will be based out of our Brief Your Market office commercial building in Little Eaton which is a beautiful village on the outskirts of Derby. It’s a great location with free on-site parking and plenty of local amenities.

Working hours are 9 am – 5.30 pm Monday to Friday so you’ll have the weekends to relax and recharge.

Hybrid working will be available after probation period is passed.

The successful applicant will receive and have access too:

• 25 days holiday plus the 8 bank holidays
• Health Shield cash plan to recoup the cost of services such as dentistry, opticians etc.