Customer Support Analyst

Location

Telford, Shropshire | United Kingdom

Job description

WE’RE RECRUITING!

As one of the UK’s fastest growing MSPs, we’re on the lookout for a Customer Support Analyst

Location: Telford

Salary: Competitive base + benefits

Job Type: Permanent

About Nasstar

At Nasstar, we specialise in transformative technology. Our integrated suite of managed services delivers everything from cloud optimisation and application modernisation to networking and self-serve tools. With a consultative approach at our core, we modernise and manage technology to help our clients succeed in today’s business landscape.

With an impressive portfolio of customers, supporting the modern business is what we do, and we’re pretty good at it… if we do say so ourselves! But delivering greater flexibility and improved efficiencies to our clients wouldn’t be possible without the right team on board.

We are lucky enough to be supported by a talented bunch - from technical specialists to marketing consultants, and strategic sales heads. Could you be one of them?

Modernise to maximise

More information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with!

About the Role

We are looking for an enthusiastic and service obsessed Customer Support Analyst to join our Customer Success Team and help us provide an excellent level of customer service and technical support to our users.

You will receive all kinds of queries either online, by phone or through online chat ensuring you collate accurate and concise information so that resolver groups can quickly and efficiently progress and resolve the incidents.

You will take full ownership of the issue, ensuring the customer is updated on progress throughout the lifecycle of the issue, resolving incidents promptly with your own technical skillset where possible.

Responsibilities:

• Customer Satisfaction: Manage cases from start to finish, providing excellent Customer Service via the telephone, email and the customer portal.
• Effective communication: The ability to communicate well and effectively with customers with a helpful attitude toward issues.
• Effective Ticket management: Excellent management of tickets, from accurate prioritising to clear and concise data collection and ensuring customers are receiving regular updates
• Technical Support: Being capable of resolving incidents at first contact for users

What we are looking for:

Education & Qualifications:

• Service-related certifications
• Technical qualifications (Microsoft etc.)

Experience:

• Able to work under pressure
• Experience of managing your own workload
• Experience in replying to and resolving customer issues
• Working for a Managed Service Provider (MSP)
• Previous IT experience
• Experience with the use of an ITSM toolset (ideally ServiceNow)
• Experience working within a Customer Facing Support Environment

Skills / Aptitude:

• Broad range of technical knowledge
• Excellent verbal and written communication skills
• Strong attention to detail
• Excellent Customer Service skills
• A customer services background
• Strong multitasking skills

What you can expect from us:

At Nasstar, we know the importance of looking after our employees – after all, it’s the team that underpins our business!

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:

• 25 days’ holiday (excluding bank holidays)
• Flexible working – it’s important to maintain a work/life balance, as such, we will consider any written request for flexible working
• Top tech – Leading services and solutions aren’t just for our clients; we supply best-of-breed software and hardware for all our staff too
  
• 4x annual salary life assurance
• Health cash plan
• Retail discounts and other perks from major brands

Reasons to choose a career with Nasstar:

We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible. With so many diverse roles across the company, an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.

Which career path will you choose?

Equal Opportunities:

Our ultimate goal is to create an environment where diversity is not only welcomed but celebrated, where every employee feels a sense of belonging, and where our collective differences drive our collective success.

By embracing diversity, practicing inclusion, and striving for equity, we aim to be a leader in our industry and a model for organizations worldwide.

Diversity is not just a statement; it's our way of life at Nasstar.

A note for agencies:

Nasstar has an in-house recruitment team who work hard to successfully find the very best candidates. Therefore, we cannot accept agency submissions for any of our roles.

Job tags

Salary