Technical Support Analyst x 2| FinTech | Bournemouth | Incident Management | 1st to 3rd line support | 2 days onsite | £20,000 - £35,000
Method Resourcing has partnered with an exciting retail finance business who're now looking to hire a Technical Support Analyst to prove 1st, 2nd and 3rd line support to their retail clients. You'll be expected to investigate 4- 6 complex tickets per day with an expectation of this increasing as their expand their client portfolio.
The successful Technical Support Analyst will have the following experience:
- Suitable for entry level students including A Level and Graduate Level entry
- Must have an appetite for learning and development and showcase evidence of being pragmatic in your approach to working on something to further your knowledge
- Must have strong customer services skills and have a natural ability to build relationships with customers (retail merchants)
- Equally we're considering one of vacancy to be more experience of which requires 1 years commercial experience operating in a customer support role providing 1st and 2nd line support to external customers
You will be get the opportunity to do the following:
- Troubleshoot issues that have been escalated to you from the 1st line Client Services team.
- Assist clients in solving queries via email and phone.
- Undertake User Acceptance Testing of fixes that have been deployed which you are the owner of.
- 24/7 service monitoring - Identification of issues and resolution or escalation as required
- Monitoring platform management - Threshold definition, automation and on-going improvements
- Manage and prioritise multiple incidents, having strong awareness of volume and ticket churn: Including appropriate escalation as required to 3rd line or team lead
- Management of ongoing resolution scenarios to ensure timely response and appropriate prioritisation along with understanding of SLA and internal escalation process.
To apply for this position to please contact Jack Cole - email@example.com or call 07876804630
Technical Support Analyst x 2| FinTech | Bournemouth | Incident Management | 1st to 3rd line support | 2 days onsite | £20,000 - £35,000 | £250 per week on call