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Software Support Analyst – Salford Quays
Permanent, Full-time, Mon-Fri (37.5 hours)

Job Purpose

The role of Software Support Analyst is really important to us. You will be responsible for the receipt of problems reported by customers, and the co-ordination of rapid and appropriate responses/resolution to incidents and requests, including: channelling requests for assistance to appropriate functions, monitoring progress, and keeping customers appraised of progress.
You will be responsible for resolving customer issues in an effective way, ensuring best practice techniques at every stage of the process. Using an analytical and investigative mind with a problem-solving capability to ensure our customers and stakeholders have confidence their issues and concerns are to be resolved quickly whilst maintaining excellent customer service.

Your responsibilities day to day will be…

  • Planning and prioritising software support call activities, with a focus on responding to the customer needs swiftly and with an ethos of “getting it right first time”.
  • Perform in depth ticket issue investigation
  • Monitoring services and alerts
  • Proactively striving to perform all tasks in a highly accurate and proficient manner, ensuring customer service is at the forefront of your considerations
  • Liaising with both internal and external customers to resolve tickets within our in-house systems
  • Cooperating with Development, R&D and Sales to best respond to customer needs.
  • Conversing with customers to update progress while maintaining excellent customer service
  • Document all steps taken for any issues and bugs that are resolved
  • Advising of any new and innovative ideas to streamline existing processes
  • Assistance on IT projects
  • Adhering to stated policies and procedures; health and safety and quality management

What do we expect of you?

  • An active interest in IT, software & computing
  • An ability to pick up internal and external software quickly and a willingness to learn
  • Continuously striving to build technical knowledge and skills, especially within the business’ core areas.
  • An ability to demonstrate attention to detail and good judgement, showing logical decision making and escalating as appropriate
  • Hands-on individual that is happy to ‘roll up their sleeves’ and resolve any problems or issues that may arise within the department
  • Excellent communicator and customer service skills
  • A team player who is confident and a self-starter, with the ability to operate in a dynamic environment
  • A strong desire to drive improvement to systems and processes

What can you expect of us?

  • A friendly culture that mirrors our proposition to our customers.
  • A fast-growing organisation that defines itself as being agile and innovative
  • A drive for continuous improvement, which you will be empowered to get behind from day one.
  • A hard working, fun, efficient, respectful, positive, supportive, innovative, and ambitious environment
  • A commitment to building an environment that welcomes individuals who embrace progressive values and a ‘One Team’ ethos.

Qualifications Required

  • Ability to operate at an intermediate level on Microsoft Office packages
  • SQL knowledge
  • Zendesk / Jira experience preferred

Apply here

Email for more information.