Support Analyst role

The Role

CLIENT is looking to add to their support team via Contract-to-Hire for 6 months by employing a Support Analyst in their US office. As a Support Analyst you will be responsible for resolution of 1st and 2nd line client support issues, analysis of support tickets in the queue, and escalation of issues to 3rd line client support, infrastructure and product development teams. Due to the nature of small companies a hands-on attitude, adaptability and flexibility are crucial.

Members of the team responsibilities are:

• Provide users with Client's application support

• Take full responsibility for answering user queries

• Perform administrative tasks related to supporting system applications

• Update support documentation

• Liaise with technical departments

• Working alongside the development team to understand software enhancement requests

• Contribute to product testing

• The testing will cover both functional and non-functional criteria, ensuring the quality of each system release

• Identifying failure to meet quality standards; assessing issue severity and escalating as appropriate, maintaining ownership through to resolution

• Document the new features/changes

Required Experience

• 3-5 years experience of working in a software support role

• Strong research, analytical and problem-solving skills

• Experience of analyzing and interpreting data

• Excellent written and verbal communication skills

• The ability to interact with customers at all levels

• The ability to work independently towards team goals

• Outstanding client relationship skills

• The motivation to develop technical knowledge under your own steam

• Evidence of understanding complex problems

• Good level of education – ideally to degree level

Desirable Experience:

• Finance systems or related software experience

• Experience of software testing

• Previous experience in the financial sector

• Knowledge of SQL and Microsoft technologies