Hybrid Software Support Analyst – Customer Help Expert

Velociti Solutions Limited; Sheffield; Hybrid; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Private health care

Life assurance

Income protection scheme

Company pension scheme

25 days holiday plus bank holidays

3 days paid leave for Christmas period

1 day's paid leave to celebrate your生日

Hybrid working

EV car scheme

Cycle-to-work scheme

Job summary

Velociti Solutions Limited in Sheffield is seeking a Customer Support Specialist to deliver first and second line support via phone, email and self-service portal. You will troubleshoot, document resolutions, and escalate where needed while maintaining a customer-first approach.

The role operates from the Sheffield office with a hybrid pattern requiring a minimum two days in the office each week, and a 37.5 hour week.

Qualifications

• Responsible for first and second line customer support via phone, email and self-service.
• Maintain high standards of customer service and resolve issues efficiently.
• Document issues and contribute to knowledge base.
• Escalate to appropriate teams when needed.

Responsibilities

• Act as the first point of contact for all customer enquiries via phone, email and self-service portal.
• Triage and troubleshoot queries and collaborate with other departments to resolve issues.
• Manage workload and re-prioritise tickets to meet SLAs.
• Input details of support tickets into Zendesk and update records.
• Provide helpful, empathetic service and accurate information to customers.

Skills

First-line customer support

Second-line support

Zendesk

Troubleshooting

Communication skills

Empathy

Multi-tasking

Team collaboration

Tools

Zendesk

Job description

Velociti Solutions Limited in Sheffield is seeking a Customer Support Specialist to deliver first and second line support via phone, email and self-service portal. You will troubleshoot, document resolutions, and escalate where needed while maintaining a customer-first approach.

The role operates from the Sheffield office with a hybrid pattern requiring a minimum two days in the office each week, and a 37.5 hour week.