2nd Line Application Support

Job Title: 2nd Line Application Support

Location: Bury St Edmunds (full-time onsite)

Salary: 32-38k (DOE)

Role Overview: As a 2nd Line Application Support Analyst, you will provide technical support for software products to business partners and end-users. You will engage with customers promptly to document details of their cases, issues, or requests, and work collaboratively with the wider Support team.

Working hours are Monday- Friday 9:00-17:00.

Key Responsibilities:

• Case Triage & Evaluation: Respond to all incoming support cases on the first day of submission. Assess whether the issue requires user training, is a product usage issue, or is related to a software bug, and then manage or assign the case accordingly.
• Issue Documentation: Accurately document replication steps for bugs or issues and update case notes accordingly.
• Data Management: Handle data requests by following established procedures, acquiring and storing data securely.
• Customer Case Management: Utilize customer service skills to manage cases from start to resolution, escalating to the Customer Support Manager when necessary.
• Policy Adherence: Ensure compliance with company policies and procedures, consistently delivering a professional and high-quality service.
• Team Collaboration: Support the overall operations of the Support Team on a daily basis.

Key Skills & Requirements:

• Communication Skills: Confident communicator with strong listening and note-taking abilities, able to document technical issues clearly even without detailed technical knowledge.
• Customer-Focused: Highly motivated, organized, and reliable, with a structured approach to completing tasks.
• Self-Starter: Strong work ethic with the ability to work independently and support team goals as required.
• Technical Proficiency: Strong experience with Microsoft Office products and familiarity with CRM or case management systems. Able to document and share relevant information to ensure team members can follow up as needed.

Experience Required:

• Customer Service: Minimum 1+ years of experience in a customer service role.
• Software Tools: Proven experience with Microsoft Office products.
• Case Management Systems: Minimum 1+ years of experience using case management or ticketing systems (e.g., CRM).

This role is ideal for someone with a customer-focused mindset who is eager to provide high-quality application support while working collaboratively within a team environment.

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.