Level 1 ES Application Support Analyst
Role specifics
- Salary: up to £33,000
- Reporting to: Director of Support
- Key stakeholders: T2, Development Team, Scrum Team, the Senior Release Manager, Client Success Team, Implementation Team
- Organisational Framework Level: 1
About you
The successful candidate will bring knowledgeable experience as a Level 1 Support Analyst. You will be comfortable engaging with customers via telephone, email, or a case management system such as Salesforce – providing the right solutions to customer issues. You thrive working in a fast-paced environment and are an expert at time management, ensuring the execution of all tasks and deadlines. You will champion improving on customer satisfaction, using prior methodologies to promptly respond to critical issues, managing escalations and collaborating with other team members to minimise service disruptions therefore reducing downtime.
Job purpose
- Be the named contact for some of our Enterprise Support Customers
- Engage and collaborate with external and internal customers on escalated issues
- Meet target SLA’s/KPI’s to continuously improve upon service
Key responsibilities
Case management
- Provide 1st level customer support via our case management system, email and telephony
- Monitor the support inbox for new tickets, provide first contact resolution or triage accordingly.
- Provide updates on existing tickets whilst monitoring inbound calls via our telephony system
- Liaise with customers to understand and investigate issues they have raised, responding promptly with an appropriate resolution or explanation of escalation
- Record up-to-date and accurate information on our case management system, communicate updates, and work with the support teams to resolve customer tickets within agreed SLA’s
Customer engagement
- Lead bi-weekly calls with our Enterprise Support Customers to review their outstanding tickets
- Lead/contribute to quarterly reviews with our Enterprise Support Customers to talk through recent ticket trends, software utilization, upcoming new releases, team and company updates etc
- Support the Client Success Managers with any support related queries
Product Knowledge
- Promote self-help via the Knowledge Hub by becoming an expert in the content
- Learn and understand our products in depth
Troubleshooting
- Perform local tests to triage and replicate issues, documenting them clearly for follow up
- Work closely with Level 2 support team if the ticket needs more technical assistance
- Analyse alerts and error logs to find the cause
Continuous improvement
- Work with and help update support guides and procedures
- Contribute to content on the knowledge hub
- Focused on KPIs and hitting goals to deliver the best possible customer experience
Working hour flexibility is required due to the nature of the role and our customers’ needs.
- As example but not limited to:
- Out of hours support may be required for Customers where a P1/P2 incident has occurred outside of core business hours, this could also include weekends. (Time in lieu would usually apply in such circumstances and should cover be required this would be on a rotational basis.)
- Support core UK business hours are Monday to Friday 0800 – 1800 hrs, however we do have global customers and as a result, rota-based hours to cover the customer time zones will apply.
- Customer deployment and monitoring usually takes place after or before core business hours
Key role measures
- Be the named contact for some of our Enterprise Support Customers
- Engage and collaborate with external and internal customers on escalated issues
- Meet target SLA’s/KPI’s to continuously improve upon service
Experience and skills
Our ideal candidate would have experience in the following areas:
- Experience in a senior, customer facing application support role
- Able to comply with ITIL best practice including incident, problem and change management
- Experience using and administering cloud and SaaS hosted applications
- A good knowledge of Microsoft Office and related applications
- Experience and understanding of SQL Databases and Web based applications
- Fantastic customer facing skills with a commitment to own and resolve issues
- Excellent listening skills
- Excellent written and verbal communication skills
- Excellent problem solver with an ability to think logically
- Team player who can bring the right people together to solve a problem
- Ability to explain technical issues to non-technical people
- Career focused with a drive to progress
- Knowledge of Azure (primary) and AWS (secondary) cloud services and technologies
- Experience in software testing, and/or troubleshooting
Diversity, Equity and Inclusion
If you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply anyway and tell us more about yourself. You may be just the right candidate for this or other roles.
We believe that seeing the world from all sorts of angles makes life better for all. We want you to know that the things that make you an individual, like your identity, age, ethnicity, religion, ability and background, are things that we choose to celebrate and support.
We are a scale-up company, and as we continue to grow, we are passionate that having a diverse, inclusive and authentic workplace will remain at our core. We are creating an inclusive environment where our people can thrive.
Our values are aligned and at the heart of everything we do. We are respectful, united, rigorous, relentless and ethical.
- Department
- Technology
- Locations
- Bristol
- Remote status
- Hybrid Remote
About Clue Software
Clue provides software for a safer society.
Investigations professionals use Clue to conduct enhanced end-to-end operations enabled by proactive threat detection and prevention, operational pace and confidence in decision-making.
Clue is trusted by a diverse and global investigations community dedicated to preventing harm and bringing justice to victims in society, spanning government, corporate, law enforcement, not-for-profit and sports organisations.
Level 1 ES Application Support Analyst
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