Customer Service and Implementation - Analyst

Role SummaryRead on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application. The role of a Customer Support Analyst is varied. It includes the day-to-day management and resolution of support calls, being involved in customer implementation work and supporting other internal business departments as required.Main Job Tasks and ResponsibilitiesRespond to and follow up customer support calls (1st, 2nd and 3rd line support)Identify, diagnose and resolve customer and project issues / requestsSupport and be involved in customer project work as neededUpdate internal systems with regards to work activity and any required documentationKey TasksTo investigate reported incidents/problems with BCP packagesTo provide help and advice to customers in the use of BCP package softwareSelf-education within required application areas to a high standardTo ensure customers are informed of progress on all issuesTo manage and prioritise own outstanding issues listApplication deployment and implementation tasks carried out both remotely and on siteAdditional DutiesLiaise with internal departments to progress projects and or the resolution of customer issuesUndertake customer project work under the guidance of project managers and implementersBe required to work on customers’ sites from time to time including but not limited to training sessions and system run throughsBe required to provide out of hours telephone support for customers from time to timePerform other duties from time to time as requiredQualifications and experiencePC literate with good knowledge of Microsoft OfficeProblem solving skillsExcellent written and verbal communication skillsAbility to work in a team and independentlyMust live within an hour''s drive of StockportResponsible to: Customer Services ..... full job details .....