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Tyne and Wear Newcastle Upon Tyne - £25k - £30k Per Annum 25-30k Permanent Posted: Tuesday, 12 February 2019

The Company

Our Client is a leading supplier of software and has recently, won the "Great Place to Work" award .

The clients commitment to delivering an open and collaborative culture, coupled with an unparalleled range of packages and benefits for its employees was recognised by the judging panel.

They continue to develop initiatives to inspire its employees and future staff at all levels of the company. With the main focus being on mental health and career development.

The Role

This successful candidate will be delivering a world class service to major clients, supporting the clients applications and platform. This is a great opportunity to work with experienced professionals and grow your capabilities and skill sets in a fast moving and dynamic environment. This is a complex and varied role in a rapidly growing team that would suit an individual wanting to develop and challenge themselves, and wants the opportunity to influence change and development.


Provide Tier 2 issue triage

Progression and Resolution of incidents within SLA

Liasing with other teams department to resolve complex issues

Timely escalation of incidents

Identify and document missing processes, procedures and knowledge base articles

Ownership of issues escalated from customer services

Provide a high level of customer service at all times

Ensure tickets are kept up to date with progress at a level they could be picked up by anyone in the team

Record opportunities to prevent repeat incidents

Provide support to production team in configuring new and existing sites.

Training and support of new team members.

Knowledge of each of the key journeys and components.

Testing as part of fault diagnosis

Skill Set

Applicants will have experience delivering a support service to external customers ideally in a digital or
online environment but not essential. ITIL certification would be desirable but it not essential.

Aptitude and attitude is everything for this role, and only those with a real passion to deliver a world class service need apply.

Tyne and Wear Newcastle Upon Tyne, UK
£25k - £30k Per Annum 25-30k
12/02/2019 12:37:29

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