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2nd Line Customer Service Analyst / 2nd Line Support Analyst

Permanent @Garniche Jobs UK in IT
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Job Detail

  • Job ID 280170

Job Description

2nd Line Customer Service Analyst / 2nd Line Support Analyst

Fully Remote

Competitive Salary

Permanent, Full Time

(37.5 hours per week)

As a 2nd Line Customer Service Analyst, you will be supporting customers with the resolution of complex queries carrying out detailed investigations. You will be supporting escalated issues from 1st line and customers.

In this key role you will be responsible for:

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Answering incoming cases from customers requiring support on our products.

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Creating and assigning tickets in the CRM system for relevant teams collating information to support investigation and resolution.

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Assisting customers with the resolution of complex queries carrying out detailed investigations.

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Efficiently escalating highly complex queries to 3rd line team.

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Effectively supporting and resolving escalations from 1st line.

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Consistently achieving individual and team targets.

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Supporting user acceptance testing.

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Actively contributing to knowledge base content.

The successful candidate must have:

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Excellent customer service experience and skills, ideally in a support/helpdesk environment.

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Technical abilities with trouble shooting skills.

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SQL experience is essential.

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A good general education is required