Customer Support Analyst – BB Support

Blueberry Consultants Ltd; Birmingham; On-site; GBP 25,000 - 30,000; Full time

Job summary

A bespoke application support provider based in Birmingham is seeking a Customer Support Analyst. You'll provide 1st and 2nd line technical support and assist with training clients on bespoke software systems. Ideal candidates will have a keen interest in IT, customer service experience, and the ability to adapt in a fast-paced environment. Join a friendly and professional team dedicated to delivering excellent support.

Qualifications

• 1+ years experience with Windows operating system.
• 3+ months of customer service experience.
• Ability to work in a rapidly changing environment.

Responsibilities

• Provide 1st and 2nd line support to customers.
• Log support tickets via various channels.
• Allocate bugs to Project Managers/developers.

Skills

Genuine interest in IT and new technologies

Customer Service Experience

Problem-solving

Attention to detail

Team player

Education

Degree in technical, business, scientific or IT subject

Tools

Windows operating system

AWS Amazon Web Services

Job description

Overview

Blueberry Support provides bespoke application support services tailored to meet the needs of customers, their applications and their users. We act as an extension to the customer's team, providing professional, friendly support, testing and training. Blueberry Support is looking to take on a Customer Support Analyst with a genuine interest in technology to provide hands-on support, testing and training for our varied portfolio of customers using bespoke software systems. The work is varied, technically challenging and includes work with various systems and technologies. The successful candidate will have a genuine interest in the IT field and will be looking for a new opportunity to challenge themselves in learning about new technologies, systems and processes.

Responsibilities

• Provide a combination of 1st and 2nd line support
• Log incoming support tickets via telephone, email and ticketing portal
• Work with data and databases, including data entry and maintenance (training will be provided)
• Allocation of bugs to Project Managers / developers
• Daily tracking of all outstanding tickets, ensuring work is progressing, all internal systems are up to date and customers are updated
• Assist with short-term training and testing services for clients
• Undertake miscellaneous support tasks, as required

Requirements

• Genuine interest in IT and new technologies
• Windows operating system experience - 1 year+
• Customer Service Experience - 3 months+
• Ability to work personably with customers
• Providing 1st, 2nd and 3rd line support
• Ability to work in a rapidly changing environment
• Good attention to detail
• Ability to prioritise and solve problems independently
• A team player, with an efficient and proactive approach
• Integrity and discretion are key to this role (especially when working with our medical industry clients)
• DBS clearance

Desirable, but not essential

• Degree in technical, business, scientific or IT subject
• Fault-finding skills
• Experience of managing support tickets
• Windows Server administration
• AWS Amazon Web Services
• Understanding of software development process

What you will be expected to do

• Provide a combination of 1st and 2nd line support
• Log incoming support tickets via telephone, email and ticketing portal
• Work with data and databases, including data entry and maintenance (training will be provided)
• Allocation of bugs to Project Managers / developers
• Daily tracking of all outstanding tickets, ensuring work is progressing, all internal systems are up to date and customers are updated
• Assist with short-term training and testing services for clients
• Undertake miscellaneous support tasks, as required

Working culture

Our company environment is informal but professional. The management structure is flat, there are no internal politics, and we strive to make our working environment as friendly and relaxed as possible.

Working hours

This is a full-time position (37.5 hours per week). Work patterns are based around standard working weeks (7.5 hours per day, plus lunch, between 8:30am and 5:30pm) with some room for flexibility as required. There may be a requirement for some on-call work on a rota basis outside of these hours.

Equal opportunities

Blueberry is committed to offering equal opportunities. We will pay no regard to race, gender, religion, sexual orientation, age, or marital status; and disability will be taken into account only insofar as it affects your ability to do the job. If you have a disability, we will do our best to adapt premises and equipment to meet your needs, and to obtain help from any relevant government schemes.