[New Job Opening] Operations Support Analyst job Vacancy in Home Based

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Job Details:
Position Name :
Operations Support Analyst
Home Based
Job ID :
Description : Our client provides the technology to enable hospitality venues to interact with their customers through one solution. Their ground-breaking mobile app and solutions platform delivers increased opportunities for both consumers and businesses. They are a dynamic mobile technology company specialising in the innovative use of mobile and cloud technologies to simplify and speed up consumer/merchant interaction.
This is an excellent opportunity to join the team as they continue to grow the business. Currently, they have approximately fifty staff and are heavily recruiting now, for the future, moving forward.
They are seeking to employ an Operations Support Analyst as soon as possible.
The Role
Our client is looking to hire a motivated and customer-focused Operations Support Analyst who will be the first line of contact for all inbound issues from our venues and users. This person will be providing exceptional support for our clients and subsequent guests who use the client’s solutions, platforms, and products.
You should have experience of all support roles up to and including third line, as their support role is blended and everyone does all tickets, regardless of level. You will work through or helpdesk systems and manage and maintain all tickets raised. Their helpdesk solution empowers users to find answers or receive support quickly and easily through various inbound channels. This person will deliver effective escalation to the relevant internal teams providing all the necessary information for further triage or resolution.
This role is a hands-on support customer-facing role working within their Customer Success Team, primarily liaising with their user base, third party support companies and generally ensuring their platforms are supported.
This role will require you to work 40 hours per week across five days. There will be a requirement to be part of their on-call rota as support runs 7 days up to 11pm. When on call this attracts an out of hours on-call payment.
Triage and categorise incidents raised by their clients, internal team, and 3rd parties in relation to issues with their platforms or products.
Work within defined client SLAs for response, escalations and resolution of service requests and incidents.
Liaise with end-users if necessary to elicit information required to triage & resolve the incident.
Liaise with the Development team where necessary to resolve incidents
Liaise with 3rd Party technology providers where necessary to resolve issues or identify accountability.
Speedy escalation to the Head of Customer Success where issues cannot be resolved within a timely manner.
Produce and distribute communication to clients for high profile incidents.
Ensure correct usage of the helpdesk system to maintain accurate accounts of issue resolution for use within Monthly & Quarterly Business Reviews.
As peaks and troughs dictate, work with other parts of the operational teams to support onboarding activities or customer success tasks.
Required Skills and Experience
Excellent communication and interpersonal skills with the ability to articulate responses depending on the audience.
Excellent understanding of software systems with a strong logical thinking and the ability to troubleshoot any kind of problem and apply context to assess priority.
Previous support/helpdesk experience or relevant IT qualifications are essential
Experience of using a helpdesk system is advantageous.
This is a fast-paced company with lots going on, presenting a challenging agenda for the future. It is also an incredibly rewarding company in which to work and this role presents an opportunity to make a difference to the organisation and move it forward significantly.
Disclaimer : Applicant must check the company profile before joining Bizplusapp.com is no way responsible for any loss.