Customer Support Analyst for Software Company

Job Type:
Job Sector:
Customer Service
£20,000 to £22,000 per annum
Salary Description:
�20k - 22k per year
TalentSpa Recuitment
Job Ref:

Customer Support Analyst for Software Company

Location: Glasgow

Salary: �20,000 - �22,000 FTE dependent on experience

Hours: Monday to Friday, 8:45am till 5pm

Job type: School term time or full time available.

School Cloud Systems is a multi-award-winning software company improving parental engagement at over 3,500 schools worldwide. We provide solutions for managing parents' evenings, after-school clubs & room booking, which are used by over a million end-users. We're looking for an enthusiastic person to join our highly-regarded Support Team and provide 1st and 2nd line support to assist our customers by phone and email - dealing primarily with school office staff, headteachers and school business managers.

Our Glasgow office is in an award-winning modern building located in the Mile End Quarter near Glasgow Green. There are excellent transport links, with regular bus services and a train station within a short walk. There's plenty of free car parking in the surrounding area, as well as cafes and shops for lunch options. WEST & Drygate are not far away and have been visited by the team on more than one occasion.

Responsibilities of the Customer Support Analyst:

* Become an expert in our products to provide 1st and 2nd line support
* Assist customers by phone in the friendly and efficient manner for which we are known
* Respond promptly to email queries and attempt to resolve on the first contact
* Escalate urgent issues when required
* Writing and updating support documentation
* Using your problem-solving skills to solve sometimes challenging issues
* Stay informed on product changes and rapidly learn information about new product functionality
* Identifying bugs reported by customers and adding to bug tracking software

Requirements of the Customer Support Analyst:

* A passionate people person who enjoys engaging with customers
* Excellent communication skills, comfortable providing phone support
* A stickler for perfect grammar and spelling
* Tech-savvy and find using new software/websites effortless
* Willing to learn new tools
* Driven and self-motivated - you want to excel at what you do!
* Previous helpdesk or education experience is desirable.
* Any experience with databases & writing SQL queries would be a bonus

Benefits of becoming the Customer Support Analyst:

* 31 days annual leave
* Private medical insurance (5-star Defaqto rated), with 50% discounted Nuffield gym membership
* Employee perks - up to 55% off cinema tickets & up to 35% off technology
* Regular social events
* Cycle to work scheme
* Fresh fruit & snacks
* Bean-to-cup coffee machine

If you feel like you meet the above criteria for the Customer Support Analyst, then please apply now!

Contact Details:
TalentSpa Recuitment
Tel: 0844 8700 926
Contact: .

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