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Senior Software Support Analyst

Ref: BROADBEAN_610951641296619

on 04 January 2022
Contract Type
£30,000 - £35,000

Senior Software Support Analyst

Software Support / Senior Support Analyst / SQL Server / T-SQL / ETL / Permanent / Coventry / Hybrid

My client is looking to expand their team and looking for a Senior Software Support Analyst.

The successful candidate will provide a critical function to customers, ensuring sound and effective delivery of technical support for the deployment and use of a suite of products. Furthermore, they will act as a point of knowledge and experience to the other members in Support team.

A hybrid approach to office / home working is in place. The successful candidate must be prepared to work at my client's UK head office in Coventry at least 3 days per week.

Key Responsibilities:

  • Deliver exceptional customer service and support to resolve issues relating to products and their conversion using remote online tools to Best Practice standards
  • Triage and process the support case queue to ensure they respond and communicate in a timely manner against SLA's.
  • Take ownership of support cases and conduct detailed troubleshooting to identify the cause of a problem, provide workaround resolutions, root cause analysis and major incident management.
  • Quickly diagnose system hardware, O/S and application issues and implement corrective actions and end user training.
  • Perform detailed validation of customer ETL process and data when required to confirm/diagnose customer support issues
  • Use Jira and Hubspot for maintaining project information and contact details, to document, track, monitor and report support cases.
  • Ensure that solution and application support documentation is maintained to the highest quality and accuracy.
  • Work with Product & Platform team to plan and anticipate issues / bugs.
  • Be a coach to other members of the team and act as a mentor in helping to develop to the experience and knowledge of the overall support team.

Key Skills and Experience required:

  • Strong experience dealing with hosted support cases or requests via email, telephone and in person
  • Previous experience supporting software issues
  • Must be an excellent communicator
  • Strong experience with Microsoft SQL Server 2012+ and comfortable writing T-SQL queries
  • Experience with ETL processes
  • Experience working with data sources SQL / DSN
  • Proficient in Microsoft Office Suite (Excel, Outlook, Word)

This is a great opportunity to join an established company during an exciting period of growth and continued success. The salary on offer is £30,000 - £35,000 plus a comprehensive benefits package.

If skills align and interested in the position, lease apply ASAP to be considered with the latest copy of your CV.

Software Support / Senior Support Analyst / SQL Server / T-SQL / ETL / Permanent / Coventry / Hybrid

Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.

By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.