Software Support Analyst
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Location: Glasgow
A Software Support Analyst is required to join the largest global provider of integrated information technology and digital marketing solutions to automotive dealerships and manufacturers in more than 100 countries worldwide for the world's biggest car brands.
The purpose of the role:-
The primary focus of this position is to respond to and resolve customer queries and problems related to products and services contracted for support and maintenance between the company and the customer. The provision of excellent support service to their customers is critical to the achievement of the company's strategic plans for growth and profitability; hence this role requires a passion for unrelenting commitment to service excellence.
Responsibilities:
- Within the assigned team the analyst will be the primary support resource to log, diagnose and resolve cases at the earliest to enable quick and effective service to the customer base.
- Undertake a wide variety of support cases from start to closure and provide an efficient support service to all customers in accordance with the terms of the Service Level Agreement ensuring that all targets are met.
- Identify opportunities for and deliver assistance and coaching where necessary.
- To work effectively in a team environment by collaborating within and outside support teams.
- Produce Knowledge Articles which are either customer facing or internal to the company, with a view to call deflection and training.
- Communicate cooperatively with team members, others departments or management, with a view to providing timely resolution of customer issues and improving customer satisfaction.
- Follow departmental standards and procedures and give feedback on process improvement.
- Innovative identification of and assistance in projects towards realising the company's vision of future.
Who do they look for?
They look for people with the right cultural fit. That means being passionate and enthusiastic and having what it takes to drive their business forward. They also look for people who are keen to develop new knowledge and skills, because their growth is ultimately dependent on yours.
They are looking for candidates with previous experience in a similar role and knowledge of support on application level. They need their candidates to be great communicators and have proven track of IT problem solving experience.
You will have to be able to demonstrate the following:
- Experience of supporting customers on application level
- Knowledge of C++ or VB programming language
- IT problem solving skills and experience in escalating enquiries
- Excellent manner of dealing with customer enquiries
- Understanding of supporting bespoke software package
- Working as a part of a team and being able to get involved in ad-hoc tasks
If you are interested in this role and would like to work for a global market leader please apply immediately.
