Technical Support Analyst L1 - #1796793

Job Description

We are on the lookout for a dedicated individual to join our friendly and forward-thinking team as a Technical Support Analyst. This role is crucial in providing top-notch technical product support to customers through various channels, including inbound calls, emails and Microsoft Teams Meetings.

We are seeking a dedicated and enthusiastic individual who excels in delivering exceptional service and consistently goes above and beyond for our customers. Your primary responsibilities will include handling customer inquiries with professionalism and efficiency, troubleshooting technical issues, and providing tailored solutions to meet customer needs. You will also document customer interactions accurately, liaise with internal teams and stakeholders to resolve issues promptly, and ensure effective communication with all parties involved to maintain a high level of customer satisfaction.

If you have a passion for customer service, technology and a commitment to exceeding customer expectations, we would love to hear from you.

Your Day-to-Day

• Engage with Customers: Spend your day handling inbound and outbound inquiries, via phone and our ticketing system, ensuring customers get the support they need.
• Troubleshoot Issues: Dive into troubleshooting and replicating customer-reported issues to find solutions.
• Documentation: Document discoveries with clear steps and thorough analysis for internal reviews.
• Problem Assessment: Assess the severity of issues and react accordingly to provide swift resolutions.
• Timely Resolutions: Tackle time-sensitive issues with a focus on delivering timely and clear communication to customers.
• Trend Identification: Identify and report on trends or product knowledge gaps to help improve our services.
• Internal Collaboration: Build collaborative relationships within other departments to enhance the support process.
• Customer Empowerment: Promote the use of our resources to help customers pro-actively solve their problems.
• Record Maintenance: Update customer records based on interactions, keeping everything up to date and accurate.
• Knowledge Base: Continuously help maintain and improve a knowledge base of our evolving product and services.
  
  
  
  
  
  

This is an hybrid role (3 days office / 2 days remote) based in our Bristol office.

Key Responsibilities:

• Provide expert technical support via calls and our ticketing system.
• Troubleshoot and resolve technical product issues efficiently.
• Handle time-sensitive issues with prompt and clear communication to customers.
• Document discoveries with clear reproduction steps and detailed analysts.
• Maintain a high level of solves per month.
• Maintain 20 or more outbound calls per month.
• Achieve and maintain a customer satisfaction score (CSAT) of 95% or more.
• Ensure quality escalations to the Advanced Support team with precise reproduction steps.
• Recognise the severity of issues and react appropriately.
• Identify and report on trends or product knowledge gaps.
• Foster strong collaborative relationships within the immediate team and other departments.
• Promote the use of our resources to empower customers.
• Document and update customer records accurately based on interactions.
• Continuously maintain and improve a knowledge base of the product and services.
• Ensure a customer-first approach by keeping customers updated and fully answering tickets.
• Provide exceptional customer service by addressing customer inquiries and concerns promptly and professionally.
• Assist customers with product usage and troubleshooting, ensuring a positive customer experience.
• Follow up with customers to ensure their issues are resolved to their satisfaction.
• Gather customer feedback to improve service delivery and product offerings.
• Ensure a customer-first approach by keeping customers updated and fully answering tickets.
• Consistently achieve all KPI’s set.
  
  
  
  
  
  

Your benefits:

• Competitive base salary and commission structure
• Comprehensive health, dental and vision coverage
• Work away scheme for up to 10 weeks a year
• On-going training and professional development
• Paid 5 days yearly to volunteer through our Sage Foundation
• Flexible work patterns and hybrid working