Technical support analyst/Customer support

  • Location
    City Of London, Greater London
  • Salary
    £24,000.00/Year
  • Job type
    Permanent
  • Industry
    IT
  • External Reference
    JN-062022-257758
  • Category
    IT - Architects

Technical support analyst/Customer support


Salary 24K


Full time in office


Purpose and scope of the role


As part of the Support Team, the support analyst provides support to subscribers of the ShareScope and SharePad investment software. Responsibilities include: responding to support questions and processing subscriptions orders.


The ShareScope software runs in Windows while our SharePad software is web-based and will run in Windows, Mac OS, and iOS. General knowledge of different computer systems is desirable.


We have an outstanding reputation for delivering exceptional customer support and we are looking for someone with a positive can-do attitude and strong spoken and written communication skills to join our support team.


As a ShareScope Support Analyst, you should be hungry to learn about financial markets, financial data, charting and technical analysis. You'll receive full training on the job. You'll develop the knowhow to distinguish, triage and act on bug reports, user errors, and other issues.



Responsibilities:



  • Providing our subscribers with full product support across all support channels including: emails/tickets, telephone, voicemail, and online chat.

  • Managing multiple ticket queues. Prioritising and responding accordingly.

  • Software and network troubleshooting.

  • Escalation of bugs and errors to other departments.

  • Providing training for new subscribers.

  • Administrative duties including: processing subscription orders, cancellations, billing.



Experience:



  • Excellent written and spoken English

  • Great attention to detail and a high degree of accuracy when performing data entry tasks.

  • Polite and patient telephone manner.

  • Ability to multi-task and prioritise your workload.

  • Competent with Windows, Word, Excel.






Desirable Experience:



  • Previous experience of working in a customer service role.

  • Educated to Degree level in software, technology, or similar.

  • A levels in English and Maths or similar.

  • Experience with programming languages or with scripting.

  • Knowledge of Mac OS, iOS, Chrome OS.

  • Knowledge of Parallels / Windows emulation




Our ideal support analyst will have the following traits:



  • Highly organised

  • Enthusiastic

  • Meticulous or Good attention to detail

  • Strong IT literacy

  • Resourceful

  • Polite and professional

  • Good written and spoken English

  • Calm under pressure / good at handling difficult clients

  • Team player

  • Willing to go beyond the job spec when required

  • Highly presentable when client facing

  • Ability to self-learn

  • Effective communicator



Please provide a covering letter with your application specifically outlining your suitability for this role.



About My client and ShareScope/SharePad


Based in trendy Shoreditch, My client is a market-leading provider of stock market analysis software used by people to manage their own investments.


SharePad was launched in 2015 and has gone on to win several awards.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Ria Abbot Bailey