Technical Support Analyst - UK
Technical Support Analyst - UK
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Job Description
Job Details
Description
***THIS POSITION IS LOCATED ONSITE AT OUR STRATACACHE UK LOCATION***
STRATACACHE delivers instore retail experience transformation and exceptional customer journeys through a wide array of marketing technology. Our solutions enable retailers to learn deeply about their customers shopping preferences and behaviors delivering targeted promotional or taskbased messaging on any digital display. With 3.3 million software activations globally we power the biggest digital networks for the worlds largest brands. Across the STRATACACHE family of complementary Marketing Technology solution companies we have the technology expertise and track record to bring retail innovation that delivers results. Learn more about the STRATACACHE family at www.stratacache or on Social Media at LinkedIn Twitter and Facebook!
Our Stratacache UK location is searching for qualified individuals to fill our Technical Support Analyst positions. In this role the employee will provide first level technical support via phone email and/or chat to our customers.
- Customer Support
- Provide support to customers via phone email or chat.
- Respond promptly to customer inquiries and complaints.
- Ensure a high level of customer satisfaction through professional and courteous interactions.
- Troubleshooting and Problem Resolution
- Diagnose and resolve technical issues related to software hardware and network configurations.
- Use remote desktop tools to access user systems and resolve issues.
- Guide customers through stepbystep solutions in order to resolve technical problems.
- Documentation
- Document all customer interactions including problem descriptions troubleshooting steps and resolutions in our ServiceNow system.
- Maintain accurate and uptodate records of customer issues and solutions.
- Escalation
- Identify complex issues that require escalation to higherlevel technical teams.
- Provide detailed information and context to the escalated support team to ensure efficient problem resolution.
- System Monitoring and Maintenance
- Monitor system performance and security alerts to ensure optimal operation.
- Perform regular maintenance tasks such as software updates patches and backups.
- Knowledge Base Management
- Contribute to the creation and maintenance of a knowledge base with FAQs guides and troubleshooting tips.
- Share knowledge with team members to improve overall team performance and customer service quality.
- User Training and Education
- Provide training and guidance to customers on the use of software and hardware products.
- Create and update user manuals and instructional documents.
- Technical Support Projects
- Participate in technical support projects such as new system implementations upgrades or migrations.
- Assist in testing and deployment of new software or hardware solutions.
Qualifications
- Performance Metrics
- Meet or exceed performance metrics such as response time resolution time and customer satisfaction scores.
- Regularly review and analyse support metrics to identify areas for improvement.
- Collaboration and Communication
- Work closely with other Scala teams such as development network and system administration to resolve issues and improve support processes.
- Communicate effectively with customers team members and management.
- Compliance and Security
- Ensure compliance with company policies procedures and security standards.
- Protect customer data and maintain confidentiality in all support activities.
- Continuous Improvement
- Stay updated on the latest technology trends products and industry best practices.
- Participate in training sessions and professional development opportunities to enhance technical skills and knowledge.
By fulfilling these responsibilities a Technical Support Analyst ensures efficient technical support operations enhances customer satisfaction and contributes to the overall success of the Scala support team.
Required Experience:
IC
Employment Type
Full-Time
