Application Support Analyst

At CFH Docmail Ltd., the service we give to our customers is paramount. We take pride in the high level of service given to the customers using our market leading products and services. The Customer Service Desk team are evolving in line with our business strategy to support existing and future product developments. The key products supported include Docmail, Dotpost and Docbox, this will be expanded over the coming months.

We are looking for an exceptional Application Support Analyst to join our busy team.

This exciting opportunity will suit an individual, with strong proven experience working within a service orientated Service Desk environment with a solid understanding of Information Technology, SaaS and Web applications.

You will be responsible for working within the Service Desk team assisting the current first line team, helping with day to day support issues, but with the experience and responsibility to resolve the escalated more complex incidents and problems with our products.

The Application Support role will be the communicator between our internal Application Development team, Product Managers and our customers.

• Manage inbound and outbound calls, Emails, web chats : providing specialist product support and configuration advice, both internally and to external customers.
  
• Incident Management - to restore the customer usage to the normal state as soon as possible with workarounds or solutions that do not affect the business.
  
• Problem management identifying the cause of an incident, improving the lifecycle of the customer journey. To proactively prevent incidents from happening or reoccurring and to find the root cause of incidents and reduce the impact on business.
  
• Change Management work with the Product Managers, to implement a positive change to systems and processes with minimal disruptions, understanding risk.
  
• Work to SLA thresholds for enquiries, incidents, requests and problems.
  
• Work closely with the Customer Support Manager to identify and implement improvements to existing processes.
  

Key Responsibilities

• Application Customer support - Respond quickly, professionally, and accurately to all customer inquiries.
  
• Record all activities using Atlassian toolset (JIRA Software, Service Desk and Confluence)
  
• Provide exceptional Service Support to customers, via Email, telephone, Webchat and social media.
  
• Provide solutions or work arounds to Incidents and Problems.
  
• Create, manage and transfer information to a Knowledge Hub for internal and external use.
  
• Review customer satisfaction feedback to improve service levels and product improvements.
  
• Build expert and dynamic knowledge of our company products and services.
  
• Meet daily personal/team qualitative and quantitative targets.
  
• Prioritising and managing workload effectively, managing several open Incidents/Problems and mini projects simultaneously.
  
• Support development and technical knowledge of our 1st Line support team.
  

Requirements

Skills, Knowledge, Experience and Qualifications

• Educated to A-level/ BTEC equivalent or greater
  
• ITIL Knowledge or an IT qualification is an advantage.
  
• Commitment to ongoing training and development.
  
• Analytically minded with a focus on software and application support.
  
• Passionate about supporting an Information Technology business.
  
• Experience within a company offering SaaS.
  
• Strong communication skills, including active listening and clear articulation.
  
• Experience using the Atlassian toolset (JIRA Software, Service Desk and Confluence) would be an advantage.
  
• Excellent troubleshooting, analytical and problem-solving skills within a technical environment.
  
• Able to work individually and within a larger team, collaborating with people outside the team to resolve technical issues.
  
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• The ideal candidate is a fast learner, who can think on their feet and resolve any issues or enquires, with our customer-first business mentality. The successful applicant will have the communication and interpersonal skills needed to provide exceptional levels of support by investigating issues arising, willing to challenge existing processes and implement new functionality to improve customer experience.
  

Benefits

• 25 days annual leave plus 8 Bank Holiday days
  
• Pension contribution
  
• Enhanced sick pay scheme
  
• Enhanced Maternity and Paternity pay
  
• Employee Assistance Programme
  
• Weekly complimentary Yoga class
  
• Discounted gym membership
• Cycle to work scheme
  
• On site Parking