Customer Support Analyst

Job description

Customer Support Analyst

Service Support & Administration

Pune, India (Office Based)

UK Office Hours (within 8am to 6pm)

About the role

The Service Support & Administration team provides critical business support, service desk support and administration for Idox. As part of the continued growth of this team, we are recruiting for a Customer Support. Analyst to provide high quality frontline support to both internal and external customers, ensuring a first-time fix where possible. The Customer Support Analyst will take full ownership of support requests, ensuring they are

triaged effectively, keeping all parties up to date on progress whilst ensuring operational processes and procedures are followed. The candidate will be required to continuously develop their administrative skills and knowledge to enhance delivery of service and promote excellent customer experience.

We are looking for an experienced professional who combines strong organisational skills with technical know - how and a collaborative attitude. The successful candidate will have experience in a fast-paced environment which demands prioritisation, excellent time management and multi-tasking skills. We are looking for a candidate with some project administration and client service experience, who are self-starting, committed and resourceful individuals with initiative and a good eye for detail.

This is a fantastic opportunity for ambitious professionals to develop a career with Idox. In particular, we are looking for self-starting individuals who are confident in their written and spoken English, and also well organised administrators, able to communicate clearly and easily with UK customers.

The post holder will:

• Support contracted Idox services though our knowledge-based culture.
• 
  Respond to internal & external customer requests professionally within agreed SLA timescales.
• Take ownership and a proactive approach to the management of requests, progressing through to resolution or further support as necessary.
• Fully triage requests, promoting continuous service improvement, and enabling self-service at every opportunity.
• Accurate recording of all relevant communications and actions into our service management system, in accordance with agreed procedures.
• Develop and maintain up to date detailed knowledge of the Company products in accordance with a personal development plan.
• Process licensing requests for Idox and 3rd party products and action these with suppliers or internally as required.
• Assist in processing the annual/quarterly/monthly renewals for subscription services
• Write and maintain working processes with other duties to support the team, as defined by line management.
• Support sales order process where required

Required Skills / Experience

• 2 + years experience working in working in an ITIL-based Service Management delivery framework or IT Service Desk.
• Excellent organisational and multitasking abilities.
• Strong attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Excellent written and oral English communication skills.
• Confident collaborator via email, telephone and instant messaging.
• Excellent customer service and diagnostic skills.

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• Open-minded and can-do attitude which encourages innovation, embraces change and displays resilience against adversity.
• Ability to be flexible by adapting quickly to changing priorities.
• Experience of working as part of a team within a busy customer driven environment.
• Previous exposure to Hornbill would be highly advantageous.
• Ability to elicit cooperation from a wide variety of sources, including senior management, clients, other departments and 3rd party suppliers.
• Ability to learn, understand, and apply new technologies.
• Familiar with MS Office, PowerPoint and Excel.
• Experience of working closely with a UK, European or US IT services business would be advantageous.

About Idox

Our specialist software solutions power the performance of government and industry, driving productivity and a better experience for everyone. Built around the user and designed in collaboration with experts who have worked through every detail of every process from end-to-end, our hard-working process engines deliver exceptional functionality and embed workflows that drive efficiency and best practice with a long-term focus for regulated environments.

Through the automation of tasks, the simplification of complex operations, finding scalability as operations evolve, and more effective management of information, we help our customers harness the power of Digital, so they can do more.

We employ around 660 staff in the UK and worldwide, including Europe, North America and Asia, so some travel to meet colleagues may be required.

Our Culture

We are ambitious in working together to promote a more inclusive environment, which attracts all candidates and signals our commitment to celebrate and promote diversity. Idox is a company where we can all be ourselves and succeed on merit, where we respect all our employees, customers and communities in which we live, work and are a part of.

We recruit and reward employees based on capability and performance regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. Each office location worldwide, is free to respond to local needs to create a culturally sensitive workplace for everyone. In doing so, we want every employee to feel our commitment to showing respect for all and encouraging open collaboration and communication.