Application Support Analyst

Position: Application Support Analyst

Location: Milton Keynes

Employment Type: Full Time

Salary: £25,000 – £28,000

This is a fantastic opportunity to become part of a growing team, leading our customers to success!

A core role in our Customer Success Team, you will become an expert in our products and services. You will act as the front-line ambassador – a single point of contact providing appropriate analytical support and technical expertise across our software products. The role will be involved with the lifecycle management of all incidents, problems and service requests in line with service level agreements; putting the customer at the heart of what we do you will focus on customer service and quality over the speed of resolution.

As a well-known software and service company in the energy sector, we are constantly seeking ways of improving and extending our service to live our vision and help each of our customers build an optimised energy management service. Working in the Customer Success function means there will also be opportunities to get involved with other activities that relate to the entire customer journey – such as, presales support, design and consultancy, order delivery, on-boarding and implementation.

Your role at a glance:
  • Act as the front-line ambassador for our customers; the first point of contact for customers seeking assistance over the phone or via the Helpdesk application
  • Use industry experience and knowledge of the applications to quickly understand the needs of customers, and provide guidance on how they can be best achieved
  • Work closely with colleagues in the department and across the business to offer high quality support and a comprehensive, customer centric service
  • Be the customer champion across the business, ensuring they are gaining value from our products and services and we are doing everything we can to help them
  • Effectively articulate problems that need input from other members within the business to resolve – facilitating efficient and timely resolution
  • Providing advice and guidance on how to best use our applications; going the extra mile so our customers gain optimal value from the system, empathising with their needs
  • Making initial assessment of customer requests, attempting to resolve them as much as possible, or referring them for further investigation if needed
  • Ensure customers are kept up to date with the progress of their requests; managing the entire request lifecycle from verification to closure and liaising with internal teams as required
  • Help feed into our product and services roadmap by capturing and processing customer feedback and market insights
About you:
  • Degree educated with exceptional communication and customer service skills in equal measure
  • 2 years’ experience in a customer supporting role (e.g. Helpdesk or Support Analyst)
  • Highly organised, self-motivated and proactive with a passion for analysis and problem solving
  • A big advantage would be knowledge of B2B energy industry in the UK, specifically electricity supply across both Non-Half Hourly (NHH) and large Half Hourly (HH) I&C billing and metering processes, or knowledge or previous experience in energy management services or software
  • ITIL would be advantageous
Benefits we offer:
  • Employee Ownership Scheme
  • Salary bonus scheme
  • Flexible holidays
  • Career progression
  • Cycle to work scheme
  • Free on-site parking
  • Health insurance package
  • Life assurance
  • Contributory pension
  • Continued learning and development
  • Free fruit
  • Company events e.g. annual MK Dragon Boat race, Christmas Party

To be considered for this role, you must have eligibility to work in the EU without sponsorship.

To apply please submit your CV and cover letter hereNo agencies please.

Apply today