Customer Support Analyst

Overview

We are looking for a Customer Support Analyst to join our team! This isn't just another technical support job. We're looking to speak to tech savvy individuals who are eager to continue to progress with a career within Technical Support, a keen interest in and genuinely enjoy solving difficult technical and application issues.

The role entails supporting a complex Retail ERP application with added customisations to suit each customer's operational requirements. You will be interacting with large corporations such as Hotel Chocolat, Thorntons and Axminster Tools, and using various tools to troubleshoot and resolve complex application issues. Managing customer expectations and foster positive business relationships with all customers.

• Troubleshoot and identify causes of customer problems using a variety of internal tools.
• Take ownership of and follow-through with all priority customer incidents.
• Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers' staff fully understand issue, its resolutions and means for prevention.
• Clearly and concisely document all customer interaction and all steps taken to resolve incidents.
• Work with R&D to expedite incident resolution and ensure seamless delivery of support service to customers.
• Participate in system and release testing and QA as needed.
• Determine when issues need to be escalated.
• Attend training sessions offered and use self-study tools; assist with peer training as needed.
• Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
• Create KB articles and documents to be published and shared both internally and with the customer base.
• Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.
• Recommend improvements in Customer Solutions policies and procedures.
• Understand the customer, their situation, and be able to tailor communications accordingly. Be flexible enough to empathise with the customer.
• Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.

• Excellent verbal and written communication skills.
• Strong analytical problem solving and decision making skills, and be able to collaborate with and contribute to a team environment.
• Ability to work efficiently and independently and do whatever it takes to get the job done.
• Strong ability to work on multiple issues in a fast paced environment and should prioritize work accordingly to business processes.
• Should possess high adaptability and be able to work under pressure and remain flexible to changing schedules and demands.
• Ability to handle difficult or sensitive situations with diplomacy and tact.
• Track record in providing outstanding customer service.
• Meets established targets for customer satisfaction and other support KPIs, promote Knowledge Centered Support (KCS) methodology.
• Document customer problem information, recommendations, and resolution in a clear and concise manner-using incident tracking system.

• Mandatory Database concepts. Good SQL Server knowledge required - Good T-SQL skills, understanding relational databases, understanding stored procedures, SSRS and SQL Agent tasks.
• Intermediate ability to read and understand SSIS packages.
• Good understanding on ERP functional processes flow and procedures.
• Windows Server (Application faults, logs, server monitoring).
• Exposure to coding and debugging would be an added advantage.
• Creating and amending Crystal Reports (preferred, however not required).
• Basic understanding of SaaS.
• Intermediate Scripting with CMD (preferred, however not required).
• Exposure to Linux (preferred, however not required).