Customer Support Analyst

Role Overview

• Manage a daily workflow of managing new and open tickets.
• Run screenshares with users to determine next steps on resolutions.
• Work across the Customer and Support teams to document and share product knowledge.
• Respond to inbound live chats and emails within an acceptable timeframe.
• Investigate and resolve inbound tickets through various communication channels.
• Adopt a “First Time Right” mindset to ensure enquiries are resolved on the spot where possible.
• Balance the needs of the business and the customer to prioritize enquiries appropriately.
• Provide consistent and regular updates to users on any active issues they’re experiencing.

Requirements

• Minimum 3 years of demonstrable experience working in a Help Desk / Customer Service role.
• Strong aptitude at identifying a problem’s root cause and quickly finding and implementing steps to remediate it.
• Customer centricity is central to how you excel in the work you do.

Benefits

• Flexible working.
• We are a team, we trust each other and we believe our best work happens when life & work is in good balance.
• Wear what you like to work.
• Take your birthday off.
• Friday afternoon socials and frequent team building events, remote and in person.
• Relaxed and friendly team.
• Fantastic training and development opportunities