Customer Support Specialist, London or Cambridge

Responsibilities

• Monitor and respond to support tickets raised by the customer and internally within agreed SLAs.
• Undertake triage on support tickets raised, execute impact analysis and provide accurate classification of reported issues to ensure appropriate prioritisation.
• Initiate problem resolution by using the knowledge base, problem replication and running diagnostic troubleshooting.
• Interact with customers to provide first class product support.
• Work closely with Technical Operations, Engineering and Product teams to resolve issues and provide good customer service. Ensure problem routing and escalation, when necessary
• Produce statistical analysis and reporting of support tickets.
• Manage the incident management system and build automated processes to streamline support procedures.
• Provide input during sprint planning process; specifically, around bug management.

What you'll need to succeed:

We are seeking an ambitious individual who cares about quality of service and takes pride in providing excellent customer care and support.

• Previous experience working in a customer facing support environment, preferably in a technical software role.
• Critical thinker and excellent problem-solving skills.
• Good level of communication skills both written and verbally.
• General understanding of technology, specifically web applications and have a desire to develop a deeper understanding of our application.
• Self-starter with a ‘can do’ attitude, ability to independently manage your workload and thrive in a small team environment.

Why you will love working here:

• Company Pension Scheme
• Life Assurance Scheme
• 25 days annual leave
• A collaborative, supportive, and dynamic work culture; you’ll work with people who demand the best
• In-depth training and one-to-one support as you build your career at ThoughtRiver and map out your professional goal
• A regular programme of fantastic team-building and social activities to foster a collaborative spirit
• Environmentally conscious and serious about climate change; we're committed to completely removing our impact on the environment by October 2021

An Equal Opportunities Employer

We commit to creating an inclusive environment that enables everyone to perform at their best, where we recognise the rights of all individuals to mutual respect and where there is an unbiased acceptance of others.