Customer Support Analyst (SaaS Environment)

That Recruit
London (South)
0.00 - 28000.00 Per Year
07 Oct 2016
06 Nov 2016
Contract Type
Our client is a fully-developed, well-funded & fast growing tech business based in the London (SE1) area. They are currently recruiting for a Customer Support Analyst to join their team. In this role, you will be working alongside the pre-sales team. Your role, as the first point of contact in a busy support environment, will be to help and support customers in the use and configuration of smart cloud-based process automation technology. You will enjoy a high degree of autonomy and be responsible for delivering technically creative and smart solutions, that inspire and enable customers to do amazing things with the platform You will be: : • Serving as the primary contact by responding to inbound support requests in respect of technical challenges and business issues. • Taking ownership for successful outcomes, supporting the technical product specialists and professional services teams • Assisting our product team with the development and implementation of testing frameworks and use cases. • Providing support to internal users around day-to-day IT configuration requests (phones, OOOs etc). Requirements • 2 years’ experience providing technical support of client facing services, preferably in a SaaS environment. • Experience with basic HTML/ CSS and key concepts. • Understanding of Internet Mail relay and DNS/ networking concepts. • Experience with MS Excel (simple macros, sort, filter and pivot tables) • Familiar with ticket/ issue tracking solutions such as Kayako and Redmine • Ability to absorb technology and learn new programs quickly • Highly focused on service, professionalism; a ‘can do’ attitude You will need to be commercially astute, customer facing, self-organising and highly numerate with strong technical, analytical and problem-solving skills. A degree level education in computer sciences or engineering would be ideal. To be considered for this role, please apply today. This job was originally posted as