We are looking for an ambitious Technical Support Analyst that will support our clients through system navigation and troubleshooting of issues with our Liberate software.

About the role:

  • Assisting our clients to use Liberate software through phone support.
  • Actioning inbound and outbound support requests through our ticketing system.
  • Develop in-depth knowledge of Liberate software and systems and collaborate with escalations to the Developer team to deliver improved integration services.
  • Conduct remote troubleshooting sessions with clients to provide detailed information.
  • Provide technical support to all of our clients
  • Support both internal teams and our customers with HelpDesk enquiries.
  • Meeting operational KPIs including: Customer Satisfaction, Response Time (RT), First Contact Resolution (FCR) & Average Handling Time (AHT).
  • Recording detailed information for calls requiring further escalation, including step-by-step reproduction of the issue.
  • Maintaining up-to-date knowledge of Linetime products and services.
  • Attending all Learning & Development training sessions and completing all related assessments.
  • Communicating promptly, clearly, and accurately with customers and internal teams.

What we offer

  • Amazing opportunities to progress your own career and skillset
  • A competitive salary package
  • Access to our company’s pension/Income protection/Health Hero scheme
  • Life insurance
  • Hybrid working model (2 days office based in Leeds)
  • Social committee and regular social events

Skills & Experience:

  • 2-3 years of experience working in a support environment would be an advantage
  • Enjoy helping and resolving issues with clients.
  • Excellent written and verbal communication.
  • Experience with Add-ins for the Microsoft office suite.
  • Strong IT skills – Understanding of Windows desktop and Server environments preferable
  • Understanding of SQL and networking fundamentals is required.
  • Understanding of PowerShell and basic scripting

To apply for this job vacancy please fill out the form below with an attached CV

We are always looking for talented individuals with passion for perfection through action. PracticeEvolve Group currently have the following vacancies, if you’re interested, click on the job title link and send us your CV and a covering letter.

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