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Support Analyst - enquiryMAX

Location: 

Leeds, England, GB, LS2 7EY

enquiryMAX is a Leeds-based company and provider of the UK’s fastest growing enquiry management system in the automotive industry. We are part of Keyloop group of companies, and we take great pride in what we do.

 

A superb opportunity has arisen for a Support Analyst to join our team. 

 

The role is 1st line support to maintain the software application system for a fast growing software house supplying automotive systems that help a retailer to sell a car and keep in touch with a consumer. The company is expanding and this provides opportunities for the right individual to progress further within the business.

 

You will receive calls and diagnose software faults and solve technical and application problems, over the phone or pass to our 2nd line technical team to fix.

The role may span one or more areas of expertise including advising clients on utilising areas of the application and providing help with set up and configuration of the application.

Responsibilities

 

  • The Support Analyst role is mainly responsible for the smooth running of the application and ensuring users get maximum benefits from them by resolving and support end users.
  • Being able to effectively communicate with both internal/external customers through a variety of sources and methods, updating website content, newsletters to clients, updating release documentation.
  • On Boarding of new clients, including application set up.
  • Monitoring and maintaining 3rd part integrations and ensuring these are delivering the correct information at all times.
  • Talking staff or clients through a series of actions over the telephone, to help set up systems or resolve issues;
  • Troubleshooting application and network problems and diagnosing and solving software faults;
  • Providing support, including procedural documentation and relevant reports;
  • Following diagrams and written instructions to resolve a fault or set up a system;
  • Supporting the roll-out of new applications;
  • Setting up new users' accounts and profiles and dealing with password issues;
  • Responding within agreed time limits and service level agreements
  • Working continuously on a task until completion (or referral to third parties, if appropriate);
  • Prioritising and managing many open cases at one time;
  • Rapidly establishing a good working relationship with customers and other professionals, such as software developers, testers, business analysts and field teams.
  • Testing and evaluating new technology

 

Working hours

 

Monday to Friday 8:30am to 5pm. Due to the nature of the work, you may be expected to work some extra hours to finish a task following a release.

 

Qualifications

 

Although this area of work is open to all who have some experience within a helpdesk/support environment, the following subjects may improve your chances to progress further:

  • Business information technology;
  • Computer networking and hardware;
  • Computer software development;
  • Information technology
  • The above qualifications are not a requirement for the role, they are nice to have though.

 

Skills

 

You will need to show evidence of the following:

  • The ability to think logically;
  • A good memory of how software and operating applications work;
  • Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution;
  • The ability to work well in a team;
  • Problem-solving skills;
  • A strong customer focus;
  • The ability to prioritise your workload;
  • Attention to detail.

 

Why a career with Keyloop?

 

We demand diversity. Our people may be spread across countries, continents and cultures, but we’re united by a passion and enthusiasm to drive our business forward. This means no matter where you work you’ll feel like part of our global team. Diverse backgrounds, ideas and experiences are the only way to deliver world-class service to our customers. Our differences are our strengths

 

Your benefits. To help us attract and retain the best, we pay people according to performance, not length of service. We will also help you grow your career, not only through focused investment in learning and development but also by enabling you to explore the exciting opportunities our global market has to offer.

 

The perfect opportunity awaits. Start your career with Keyloop.


Job Segment: Help Desk, Information Technology, Testing, Technology

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