2nd Line Tech Support Analyst | Hybrid + 25 Days PTO

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 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.