Hybrid Software Support Analyst

at Velociti Solutions

• Job title: Software Support Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: SQL
• Location requirements: Hybrid, Stoke Prior, United Kingdom

About the role

• Software Support Analyst providing 1st and 2nd line customer support. Part of Velociti Solutions, serving transport authorities with innovative digital solutions.

Responsibilities

• Act as the first point of contact for all customer enquiries and issues raised by phone, email and via our Customer Self Service Portal.
• Triage/ troubleshoot queries and if required, work in conjunction with various departments to investigate and resolve issues.
• Proactively manage your workload and re-prioritise tickets and tasks based on new issues logged.
• Ensure support tickets are completed within defined customer Service Level Agreements.
• Escalate issues that cannot be resolved as required.
• Input details of support tickets into Velociti’s customer support tracking software (Zendesk).
• Document troubleshooting and problem resolution steps and write knowledgebase articles for recurring support requests.
• Provide excellent customer service by always putting the customer first and handle all requests and questions with patience and empathy.
• Maintain an up-to-date working knowledge of Velociti’s products and services and deliver training sessions on Velociti products to colleagues.
• Take a proactive approach to addressing support calls and identification of for example repeat issue.
• Communicate effectively with other departments teams as required.
• Take a flexible approach to requests to perform tasks as directed.

Requirements

• A customer orientated mindset.
• The ability to deal with competing priorities.
• Confident and professional phone manner.
• Good email writing / ticket updating skills.
• Analytical mind.
• Good problem-solving skills and the ability to think outside the box.
• Methodical/ logical approach.
• Work well as part of a team and also able to use own initiative.
• Good communication skills and the ability to adapt communication style to suit the audience.
• Zendesk / SQL/ PowerBI knowledge an advantage.
• Experience working in a support environment an advantage.
• Experience/ interest in public transport an advantage.

Benefits

• 25 days holiday plus bank holidays and an additional 3 days for Christmas
• Extra day’s leave for Birthday
• Hybrid working
• Company Pension
• Income Protection
• Life Assurance
• Private health care
• Cycle-to-work scheme