PROCESS OPTIMISATION SUPPORT ANALYST
Job Type : Permanent, Full Time
Salary : £10000 – £30000/annum
PROCESS OPTIMISATION SUPPORT ANALYST
£30k
WEYBRIDGE (HYBRID ROLE)
About the role
Provide technical support to customers within the Process Optimisation arena. Takes responsibility to resolve technical issues, provide technical advice and to support technical enhancements. The Process Optimisation Support Analyst is expected to represent the company in the highest professional manner as a product expert and trusted support analyst to its clients. Ensuring customer service is timely and accurate on a daily basis.
This role is responsible for providing technical support for the Process Optimisation solutions and to provide excellent customer service and resolve all technical issues.
The analyst will need to provide timely delivery of quality technical support, whether these are internal clients working for the same company or external clients who have contracted the technical support service. This requires in depth knowledge of the products and solutions being supported.
The role holder should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to work with the Architecture team to achieve specific goals are essential skills to perform well in this position.
Main responsibilities:
• Ensure customer service is timely and accurate on a daily basis
• Support helpdesk representatives and technicians where needed
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly, and monthly reports for Process Optimisation specific tickets
• Work closely with the Architecture team to understand new solutions
• Deal with any issues being escalated by the 1st line helpdesk team
• Handover to the Architecture team if resolution can’t be found or more knowledge is required
• Create and maintain knowledge database for all issues resolved or known
• Create and maintain support documentation and technical documentation for products and solutions
• Good understanding of all products and solutions being supported
• Manage knowledge transfer for new products from the Architecture team into the support teams
Candidate Requirements
• DocuWare training to DSC level (or equivalent)
• Experience of working with Ancora Software (or equivalent)
• Working knowledge of SQL
• Knowledge of Toshiba Solutions Portfolio and associated marketplace
• Proven knowledge of document related software and how to support it
• Positive/flexible approach
• High level of personal resilience
• Can demonstrate ability to manage change and ambiguity
• Track record of innovating/problem solving within levels of responsibility
• Evidence of building constructive and influential relationships with all contacts
• Evidence of successful team leadership
• IT Literate. Microsoft office Suite
• Computer literate in Word and Excel
• Strong Customer relation skills
• Numerate
• Be able to work without supervision
• Effective communicator – in both verbal and non-verbal formats
• Be able to manage time and conflicting priorities
• Team Player
• Always behaves in an efficient professional and business-like manner
Desirable:
• ITIL Foundation level certification
• Understanding of business processes
• Programming skills
Please note if you have not been contacted by Plum Personnel within seven days then unfortunately on this occasion you have been unsuccessful. Due to the high level of applications we are receiving at this time, we are unfortunately unable to give individual feedback. Plum Personnel is acting as an employment agency in relation to this vacancy. Plum Personnel is an equal opportunities employer
More Information
- Address Weybridge, Surrey
