Customer Support Analyst
Aptean
- Lichfield, Staffordshire
- Permanent
- Full-time
- Provide world-class technical support via telephone, email and chat for SI customers
- Troubleshoot complex issues with use of remote support software
- Learn from customer interactions to help innovate customer experience improvements with better software and support tools
- Identify early symptoms, patterns and solutions for upcoming technology challenges
- Develop best practices, tips and training scripts for customers on proper use of our programs
- Communicate user challenges and software updates across multiple teams including the development team for tracking resolution
- Input all technical issues into bug tracking software to be addressed by appropriate teams
- Assist with Quality Assurance testing
- Opportunity to work on additional projects as necessitated by the Support team
- Desire to learn new technology quickly and contribute to a fast-paced technology team
- 2+ years of combined customer service and software experience
- Working knowledge of Windows OS
- Strong written and verbal communication skills
- Strong interpersonal and customer service skills
- Experience working with helpdesk ticketing software a plus
- Experience with software applications (bespoke, food industry a bonus)
- Operating knowledge of SQL Databases and Querying language