Customer Support Analyst
- England
- Permanent
- Full-time
- Analyse, understand, and reproduce situations existing within our products
- Define and request configuration and code solutions
- Deliver high quality technical directives
- Follow-up, resolve or escalate cases using ITIL procedures
- Track, describe and update the cases in our ITSM management system
- Communicate clearly with the different internal, third party and client teams
- Manage multiple cases in parallel
- Be part of the 24/7 OnCall rota. You will be required to attend the office in Theale 2 days a week
- University Degree in IT or equivalent such as Engineering, and between 2 to 4 years' experience in a similar role.
- Experience with Linux and Windows machine operating systems
- Experience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes. ITIL 4 foundation certification would be a plus
- Experience with Knowledge base management using KCS methodology
- Proficiency in writing SQL queries
- Knowledge of Fintech environment would be an advantage
- Proven analytical and problem-solving abilities
- Ability to effectively prioritise and execute tasks in a high-pressure environment
- Exceptional customer service focus
- Experience working in a team-oriented, collaborative environment
- To be rigorous, methodical, and organised
- Sense of responsibility appropriate for the banking industry
- Exceptional oral and written communication skills
- Highly self-motivated and directed
- Multi-tasking abilities