Support Analyst Full Time

Hawk 3 Talent Solutions

WOW, Hawk 3 Talent Solutions is hiring on behalf of their outstanding client for a Support Analyst (SaaS/Software) to work Fully Remotely. The UK team are all based in the South West, UK therefore if you are based in the South West it would be ideal to meet up occasionally with your team for lunch! Our client is a leader in SaaS platforms with several hundred clients across the UK & USA. The support teams have an easy job here compared to many businesses, the levels of support tickets coming in are very manageable and you are not run off your feet or stressed about how to get it all done. If you want to join a company with a fantastic culture, quick career progression, ongoing training and support from your manager and CEO then apply now. Rebecca Griffiths is hiring for the role, you can find her on LinkedIn.

With several hundred customers, you need to develop and nurture strong customer relationships. You need to have answers to questions such as: How can we best serve our existing clients? What do they need? How do we deliver it? Where will it happen? We need you to build on the company s success and add continued value for our customers.

The primary focus for this role is delivering support for our SaaS Platform directly to our customers and working with other teams in providing successful resolution to queries and issues.

Working Hours: 8.30am – 4.30pm and 2pm – 10pm

The hours are to cover the UK and the USA between the team. Therefore, the hours will work on a two-weekly shift. You would be working one week of the DAY shift 8.30am – 4.30pm and then one week of the PM shift 2pm – 10pm. Between the team, all the USA clients can be covered with these hours.

Salary: £37,000 – £40,000 PA.

Key Responsibilities:

• Customer Service Requests – Resolution of customer service requests within timescales
• Customer Satisfaction – Excellent levels of customer satisfaction
• High quality communication with customers
• Accurate, complete and useful service desk records
• Successful execution of regular housekeeping duties (e.g., data backups)
• KPIs – Meet internal targets related to customer satisfaction and service delivery.
• Record and prioritise all service requests reported to you by telephone, email and the web site.
• Problem Solving – Analyse, diagnose and resolve technical problems relating to the application software, the data center platform, and customer installations.
• Ownership – Take ownership of service requests and keep customers informed of progress.
• Continual Improvement – Take part in weekly departmental meetings. Present ideas for service improvement and work with teammates to deliver exceptional customer service. Present key information as requested by Management (e.g. backup records, system performance data).
• Product Feedback – Identify and submit feedback on product improvements.
• Work on side projects assigned by the management team as and when needed.

Requirements:

• A high level of relevant Service Management experience that would typically be demonstrated by substantial experience of working in Service Management environment either IT or Customer Services
• Experience of Customer Service or Support around a SaaS application
• ITIL Certified
• Bachelor s Degree or equivalent in a computer science field
• Experience of a variety of Service Management Tools
• Exceptional problem solving and analytical skills
• 2nd line service desk experience

Benefits:

• 26 days annual leave plus bank holidays + increasing annual leave by 1 day to another 5.
• Fully remote working
• Tech provided for a WFH set-up
• Company pension
• Wellness programme & occasional team meals/meetups

The closing date is 30th August. Hawk 3 Talent Solutions is operating as an employment agency on behalf of its client. To Apply please follow the application process for the site this job is advertised on or email your CV to (url removed)

By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy. To view our full Privacy Policy please visit our website. Hawk 3 Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future.