Customer Support Analyst

Bottomline; Theale; On-site; GBP 30,000 - 35,000; Full time

Job summary

Join a dynamic company as a Customer Support Analyst where you will play a key role in customer satisfaction through troubleshooting technical issues and providing feedback on software solutions. This position requires a University degree in IT and offers full-time employment with opportunities for career development.

Qualifications

• 2 to 4 years' experience in a similar role.
• Experience with Linux and Windows operating systems.
• Fluency in English required.

Responsibilities

• Analyse and reproduce situations within products.
• Define configuration and code solutions.
• Track and update cases in the ITSM management system.

Skills

Analytical skills

Problem-solving skills

Customer service orientation

Teamwork

Communication skills

Education

University Degree in IT or equivalent

Tools

SalesForce

ITIL processes

KCS methodology

SQL

Job description

Join to apply for the Customer Support Analyst role at Bottomline

Join to apply for the Customer Support Analyst role at Bottomline

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To join a very dynamic company and a motivated team, we invite you to apply for the position of:

Support Analyst

LOCATION: Theale - UK (Requires 1-2 days' attendance in the Theale office)

JOB OVERVIEW:

The Support Analyst will have a key role in the Customer satisfaction by troubleshooting technical issues, provide timely and accurate customer feedback, among other duties on our software solutions and platforms.

RESPONSIBILITIES AND DUTIES:

The Support Analyst will have the chance to handle the following responsibilities:

• Analyse, understand, and reproduce situations existing within our products

• Define and request configuration and code solutions

• Deliver high quality technical directives

• Follow-up, resolve or escalate of cases using ITIL procedures

• Track, describe and update the cases in our ITSM management system

• Communicate clearly with the different internal, third party and client teams

• Be part of the 24/7 OnCall rota

QUALIFICATIONS:

Formal Education & Certification:

· University Degree in IT or equivalent such as Engineering school and between 2 to 4 years’ experience in a similar role knowledge & experience

• Experience with Linux and Windows machine operating systems

• Experience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes. ITIL 4 foundation certification would be a plus.

• Experience with Knowledge base management using KCS methodology

• Proficiency of SQL queries

• Knowledge of Fintech environment would be an advantage

Personal Attributes:

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation.

• Experience working in a team-oriented, collaborative environment

• To be rigorous, methodical, and organised

• Sense of responsibility appropriate to the banking industry

• Exceptional oral and written communication skills

• Highly self-motivated and directed.

• Multi-tasking abilities

Languages:

It is required to be fluent in English. Any other languages will be a plus.

Only the applications matching the required skills will be taken into consideration

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

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