Technical Support Analyst

Methods Professional Services Limited
£19K / £25K
13 Jul 2017
20 Jul 2017
Looking for a a Technical Support Analyst to work for a vibrant company based in Exeter with great benefits. You will be responsible for and have experience in: - Support call handling. - Pick up and process tickets from the support system, JIRA/Zendesk. - Perform technical tasks such as site configuration, dashboard set ups, form creation, survey set up, data imports and data modification using either the Oneserve application itself or tools such as SQLServer and Talend. - Troubleshoot and resolve technical issues. - Liaise with developers and other team members. - Work directly with clients to understand issues and how it impacts their business and seek a resolution. - Answer user queries. - Attain a high-level of customer satisfaction. - Continuously improve knowledge - keep up to date with changes - become a product expert. - Produce database scripts and other tools on an ongoing basis to help with support and other technical tasks - store, categorise and keep updated so that they remain useful. - Administer and configure JIRA/Zendesk. Keep it up to date and look to continuously improve the way it is being used. - Working shift patterns as part of a team Documentation and Training - Perform customer user training where required. - Write user documentation and keep the documentation up to date. - Contribute to the internal Wiki, discussion forums, support how to's, useful scripts, tips and tricks etc. - Produce training materials such as product video tutorials. Development and Testing - Develop scripts, macros and programs to automate technical tasks and perform other useful functions. - Develop interfaces between client systems and the Company on the Talend platform. - Develop reports on the reporting platform - Logi Analytics. - Develop reports using SQL, JSP and Logi Analytics. - Develop other tools and utilities where required. - Perform manual testing of enhancements and bug fixes to the products. - Understand the automated testing framework used - Understand the development environment used - XSLT - SQL - XML - Good written and verbal communication - Microsoft packages