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Technical Support Analyst

Salary
£23,400 per annum
Location
Portsmouth
Contract
Permanent
Hours
Full Time - 37.5 hours per week, Monday to Friday

We need an experienced Tech Support Analyst to join our growing team!

Coconnect is Novatech’s sister Company and is an education focused Cloud broadband and cloud solution provider, now supporting over 450 schools across the UK. Coconnect’s solutions are designed from the ground up to provide, fully supported, safe and secure services for the ever-changing education market. Coconnect has achieved continued year on year growth, and now to continue our success we are looking for a highly motivated person to join our team.

A bit about the role:

Reporting to the Technical Manager, you'll be responsible for providing support to Coconnect’s customers through first-class customer service via the telephone, email & tickets, live chat or remote support sessions.

You'll also be responsible for installation, provisioning and documentation of telecommunications and/or data systems as required.

Key responsibilities include:

  • Responding to customers through all mediums and accurately deal with any technical queries they may have (including but limited to VOIP, networking, connectivity issues), conducted in a professional and timely manner, ensuring any agreed SLA's are met.
  • Deal with technical queries as efficiently as possible, logging all relevant information in ticket systems, including time spent resolving issues. 
  • Undertake customer call backs when directed to do so by line management, ensuring that all call backs are within a reasonable length of time.
  • Liaise with other departments within Coconnect to resolve any issues that arise as and when necessary. 
  • Keep your line manager informed of any issues that arise as necessary, providing all of the relevant information.
  • Maintain a professional, polite and friendly manner at all times when responding to calls, emails, tickets and live chats.
  • Liaise with your direct line manager and other members of the Technical Support team on a regular basis to ensure excellent communication and enhanced working relationships.
  • Liaise internally with colleagues to identify technical solutions and share best practice.
  • Liaise internally with colleagues across the company to ensure customers’ orders are effectively processed and that they receive good customer care.
  • Proactively keep your product knowledge up-to-date, staying abreast with emerging new products, Microsoft operating systems, developments and best practice.

 

What we're looking for:

Previous experience in a similar tech support role would be advantageous.

After successful completion of your 6 month probation period, our Hybrid Working set up means you'll be expected to work in our Portchester office 3 days a week, with the flexibility to work at home the remaining 2 days. 

If the above sounds like your next perfect role, then we want to hear from you.