Application Support Analyst

As an 1st Line Application Support Analyst at MHR, you will play a vital role in developing problem-solving and customer service skills while gaining hands-on experience in managing and resolving customer queries. You will be trained to handle first-level support, triage cases, and collaborate with various teams to resolve issues efficiently. This role offers opportunities for professional growth as you gain experience with our products, tools like Salesforce, and internal processes. Your dedication to improving customer experiences and solving complex problems will contribute to your own career development and MHR’s success.Overview

MHR is a platform for empowerment. Joining us means bringing innovation, technology, and teamwork to remove obstacles, enhance skills, and focus on work that matters.Your Team

You will work closely with a collaborative team that provides excellent support to MHR customers. As the first point of contact for customer queries, you will collaborate with colleagues across departments to ensure timely resolutions and drive continuous improvement in customer support processes. You will work with second-level support and other teams for more complex cases in a collaborative environment where teamwork and communication are key to success.Your Impact

Your work will directly impact customer satisfaction by ensuring queries are resolved promptly. By providing first-level support, triaging cases, and coordinating with teams to investigate issues, you will contribute to seamless customer experiences. Your efforts in replicating software defects, coordinating fixes, and keeping customers informed will minimise disruptions and enhance customer retention. You will also contribute to knowledge management to improve the efficiency of the support process and help customers resolve issues independently.Key Skills

Ability to convey information clearly and effectively to diverse audiences, both verbally and in writing.Strong listening skills to understand customer needs and concerns.Professional when interacting with clients and colleagues over the phone.Comfort in navigating challenging conversations with a calm and composed approach.Proven track record of handling high call volumes while maintaining quality service.Familiarity with fast-paced environments and ensuring efficient workflow.Understanding of payroll processes, HR policies, and employment regulations.Benefits

Access to over 60 internal training courses, professional qualifications, and cross-departmental mentoring and coaching programs24/7 access to a GP through SmartHealth for you and your family, confidential mental health support, and paid sick leaveAbility to purchase or sell additional holiday days beyond the standard 25 days and bank holidaysMonthly employee recognition program and departmental awardsReferral bonus scheme of up to £2,000Employee-led social events such as running clubs, football teams, book clubs, and bake-offsOn-site subsidised restaurants offering a variety of fresh meals dailyOpt-in benefits schemes such as private medical insurance and dental coverageWe value the well-being, financial stability, and inclusivity of our employees, and strive to provide a supportive working environment.Seniority level

AssociateEmployment type

Full-timeJob function

Customer ServiceSoftware ..... full job details .....