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CallScripter | Careers | Grow Your Career With Us
 
We are constantly on the lookout
for new and promising talent
 

Current job opportunities

First Line Helpdesk Support Analyst

We are seeking a full time first line helpdesk support analyst to join the Professional & Customer Services team.  As First Line support, you will assess the business impact of reported issues, prioritise, resolve and escalate support tickets accordingly.  You will be required to develop a thorough understanding of the product, our customers, and the broad range of circumstances in which the software is deployed.  The right individual will be given the opportunity to develop and progress within both the team and organisation as a whole. 

The exact role and remuneration package will be dependent on the skills and experience of the successful candidate.  Enquiries from experienced support analysts, or those with a technical aptitude and limited experience are both welcome.

Responsibilities

  • Monitor the helpdesk ticketing system for new technical support requests, and respond within agreed SLAs.
  • Prioritise, diagnose and resolve customer issues.
  • Provide regular, timely updates to customers.
  • Escalate tickets to level 2 support where appropriate.
  • Assist professional services team with project work where appropriate.

Essential skills and experience

  • Excellent customer service skills.
  • Strong communication skills, both written and verbal.
  • Experience in a customer facing role.
  • An understanding of web based technologies.
  • Ability to talk to non-technical people about technical issues.
  • Strong interpersonal skills.
  • Self-motivated & determined.
  • Ability and willingness to learn quickly.
  • Problem solving.

Desirable skills and experience

  • SQL
  • HTML
  • JavaScript
  • Microsoft IIS
  • Previous experience of the CallScripter platform.

Click here to download the full job description

Please submit your CV with covering letter to recruitment@callscripter.com.

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