Infoshare ltd Hiring for Technical Support Analyst Job at Remote Full Time

Job Description

We are a professional, agile & dynamic company and we believe in helping businesses to use their data for good. For over 20 years we have helped public and private sector organisations identify vulnerable people, including children at risk and crime victims, to fast track the vital support and interventions they need. Infoshare is a leading data management solution provider, specialising in data quality, management, and governance software solutions. Founded in 1998, we are a proud SME who stands out in an industry of data giants by not being afraid of doing things differently.

Within the client services team, you will be responsible for providing help desk and first line technical support, understanding our customer’s needs, and helping solve problems and queries by telephone and email.

You will provide the single point of contact through which our customers engage support services. This is a people focused role but also technical and data driven, requiring an individual who can seek and manipulate data to provide insight into technical problems while forging excellent relationships with customers and fellow workers.

This is a part-time role, 2 to 3 days per week, predominantly home-working with opportunities to meet up with colleagues every couple of weeks. Full training will be provided. Depending upon experience and appetite, there will be further opportunities to develop skills for project management, software testing, delivery consultancy and external training.

The successful candidate will have the following qualities:

• Proactive, professional, autonomous, process oriented and would like to provide best-in-class service to customers across both the public and private sector.
• Interest in new technologies and desire to help shape and optimise the customer experience. As part of the journey, you will have an opportunity to develop the department you work in, working with industry-leading technologies (Dynamics CRM, Azure, Elastic Application Management, Monitoring & Alerting).
• Passion for service and excellent problem solving. As a support analyst you will apply a structured approach to the investigation of software issues and communicate results and outcomes succinctly and effectively. We have very happy and satisfied customers with an excellent support track record.

Key Responsibilities

• Answering client help-desk queries by telephone and e-mail.
• Providing brake-fix technical support for Infoshare software products.
• Coordinating with internal teams to find more complex solutions to customer problems where necessary.
• Logging details of client contact and technical cases in CRM and defect management tracking systems.
• Courtesy calling clients to keep contact details up to date.

Other duties may include (dependant on experience):

• Presenting software training courses remotely.
• Creating and updating document templates and knowledge base articles.
• Creating and updating software help documentation, training courses and instructional videos.
• Assisting with the software release and licencing processes.

Skills and competencies

• At least 2 years’ experience working in a customer facing technical role, ideally supporting bespoke Software.
• Strong problem solving and prioritisation skills
• Good understanding of MS operating systems and the full Office suite (Word, PowerPoint, Access and Excel).
• Strong analytical background an advantage, particularly data analysis.
• Excellent written and verbal communication skills.
• Ability to influence others and explain complex matters in a straightforward manner.
• Personal Planning, Organisational and Time Management Skills.
• Flexibility to handle a varied job role.
• Strong Computer Literacy Skills (/PowerPoint etc).
• Demonstrable skills in logically analysing and testing scenarios to recommend and apply solutions.

The ideal candidate may also have experience in any of the following: Software development lifecycle & release process, training delivery, project management, SQL, SSL, XML, HTML, python, regular expressions.

Remuneration package

Competitive salary – £24k – £32k pro rata – negotiable depending on experience.

Recruitment Policy

Infoshare is an equal opportunity employer, and it is the company’s policy to treat job applicants and employees in the same way, regardless of their sex, sexual orientation, religion or belief, marital status, age, race, ethnic origin or disability. It is also our policy that all employees are allowed to work in an environment free from harassment, bullying or unsolicited or unwelcome comments or overtures on discriminatory grounds.

Job Type: Part-time
Part-time hours: 22.5 per week

Salary: £24,000.00-£32,000.00 per year

Benefits:

• Work from home

Schedule:

• 8 hour shift
• No weekends

Supplemental pay types:

• Bonus scheme

Application question(s):

• Are you willing to undergo a background check, in accordance with local law/regulations?
• Are you comfortable working in a remote setting?
• Are you looking for part time work?
• Have you resided within the UK for at least the last 5 years? NB: This is a requirement for security clearance.

Experience:

• Technical support: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: Remote