Customer Support Analyst

Company :

Job Location : null, England, GB

Posted on : 2020-07-04

Job Description :

Our client; a Global Healthcare business and data automation company, are seeking a Customer Support Analyst to join their team providing First Line IT Support over the telephone, online/ email and be part of their friendly Customer Support Team.This is an excellent opportunity which would suit a Customer Service Professional who would like to pursue a career within IT Support.Job Duties:nRequired to resolve, escalating as needed to ensure customer satisfaction.Monitor the Customer Support queue in CRM (Salesforce).   Qualify and allocate first level support cases and take ownership of cases that cannot be resolved at Tier 1.Log cases in CRM, ensuring tickets are regularly updated with all relevant information.Monitor job queues and take steps to resolve any alerted itemsAccept and resolve tier 1 support cases, initiating swarms when required to troubleshoot issues and reduce the need for escalationCarry out detailed investigations (including remote access sessions) to resolve support cases.Document all troubleshooting processes and actions performed to resolve cases within CRMnExperience:nProficient in the use of Microsoft desktop products1 Year's experience within IT Support (desirable)Customer focused, and solution orientatedAnalytical and structured approachRigorous and detailed orientedProactive approach to problem solvingAbility to handle multiple tasks and conflicting prioritiesSalesforce CRM System knowledge (desirable)nThis is a fantastic opportunity for a Customer Focused professional who would like to excel in a rewarding environment.Please apply today with your up to date CV for immediate consideration!

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