Support Desk Analyst

Valsoft Corporation; Buckfastleigh; On-site; GBP 24,000 - 32,000; Full time

Job summary

Kudos Software, a provider of specialist software products, is expanding its customer support team in the UK. You will handle support issues via email and phone, diagnose problems, and resolve them efficiently while meeting service level agreements.

We value proactive learners who can navigate multiple systems and collaborate with other departments to continuously improve service quality. Flexible shift coverage is part of the role, including 5 days out of 7 with various daytime hours.

Qualifications

• Excellent customer service and customer empathy.
• Strong ability to problem solve and fault find issues.
• Great interpersonal and relationship management skills.
• Outstanding communication skills with ability to build instant customer rapport.
• Confident with new systems and technologies.

Responsibilities

• Take ownership of customer support issues logged via email and telephone to diagnose and resolve them.
• Strive to meet SLA’s and work under pressure within tight timescales.
• Use knowledge base for first-time fixes.
• Ensure tickets passed to second line have sufficient detail.
• Work with other departments to drive continuous improvements.
• Perform investigative work with customer accounts to find optimal solutions.
• Be proactive in learning about product and hardware.
• Learn new IT and customer service skills regularly.
• Utilise multiple in-house and external systems.

Skills

Customer service

Problem solving

Communication

Interpersonal skills

Adaptability

Tools

CRM systems

Job description

Kudos Software develops, sells, installs and supports specialist software products for specific market verticals. Our customer base spans Charity Retail, Caravan, and Marine sectors — and we’re growing. We build long-term partnerships with our clients, combining deep sector knowledge with a modern, SaaS-first product suite that includes EPOS hardware and integrated card payment services.

This is an exciting time to join Kudos. You’ll be selling technology that genuinely makes a difference to mission-driven organisations, with a proven product, a strong reference base, and real room to grow your earnings.

Responsibilities

• Take ownership of customer support issues logged via email and telephone to quickly diagnose and resolve them.
• Strive to meet all SLA’s set with our customers and work under pressure and within strict timescales.
• Always use our knowledge base for a first-time fix for our customers.
• Ensure tickets being passed to second line have sufficient detail.
• Think andoperatepro-actively and highlight patterns to avoid reoccurring issues.
• Doing investigative work with customer’s accounts to find the best solution for all parties
• Be keen enough to self-learn aspects of the company product and hardware.
• Have eagerness learn new IT and customer service skills/techniques.
• Utilising several in-house and external systems.

Skill,Knowledgeand Abilities

• Excellent customer service skills and customer empathy.
• Strong ability to problemsolveand fault find issues.
• Great interpersonal and relationship management skills.
• Possess outstanding communication skills, with the ability to build instant customer rapport.
• Have confidence when being confronted with new systems (we use lots).
• Work closely with other departments to drive continuous improvements.
• Good general IT software and hardware skills to enable both hardware and software support.
• Flexibility on working hours our Service Desk covers 7 days a week supporting our customers. Shift patterns are 5 days out 7 covering hours from 08:00 to 20:00. Example shift times are 08:00-16:00, 08:30-16:30, 09:00-17:00, 10:00-18:00, 12:00-20:00.

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