Application Support Analyst (Remote / wfh & office hybrid model requiring 2 days per week in Surrey HQ): This global software solutions provider are looking for a Support Analyst to manage customer-reported incidents. The successful candidate will be responsible for owning client-reported issues and queries through to resolution. Activities include analysing customer-reported issues, providing workarounds, and accurately recreating and documenting reproduction steps for software engineering and QA teams while meeting response obligations defined by the customer’s Software License Agreement (SLA).

Main tasks include:

• Responding to telephone calls and email requests from clients
• Logging details of service request into customer service systems
• Investigating and replicating service requests
• Providing regular updates to clients on faults and other service requests
• Taking ownership of service request through to client delivery
• Responding to clients in accordance with their SLA
• Testing fixes and new enhancements before client delivery
• Reviewing and delivering documentation in a timely manner
• Producing and issuing support reports for clients within agreed timescales
• Assisting with internal and external product training
• Completing other related duties as defined by management

About You:

• Experience working in a client-facing environment
• Strong interpersonal and client-facing communication skills
• Excellent analytical and problem-solving skills
• Ability to work accurately under pressure whilst remaining attentive to detail
• Ability to work with minimal supervision
• Experience using MS office products
• Application Support Experience
• ITIL Certified

Our Client operate a remote / wfh & office hybrid model requiring 2 days per week in Surrey HQ.

Hours of work are either 08:00-16:00 OR 10:30-18:30

Our Client offers a generous pension to all our employees as well as private Medical and Dental. They also offer subsidised Gym membership, Life assurance and Group income protection. Volunteer in your community and they will pay for that too