Junior Support Analyst – Expression of Interest

Summary:

The Junior Support Analyst will closely work with the Support Team of 12d Synergy in Australia. The Junior Support Analyst will provide expert guidance and consultative support to troubleshoot our customers’ technical issues. At all times provide our customers with the very best customer experience by resolving issues within a timely manner. Technical support contributes to the company’s overall customer service philosophy, meaning the role straddles the technical world of IT and the practical side of customer service.

Responsibilities:

• Provide troubleshooting for issues from customers through the ticketing system or on the phone.
• Assist clients to get back up and running after critical outages.
• Ensure client requests are captured correctly and managed in a professional timely manner.
• Triage and escalate complex support requests to higher level support.
• Add to the online knowledge base for internal use.
• Perform installations, upgrades and maintenance as required on the cloud hosted service.
• Work in AU/UK time zone overlap slowly transitioning to more UK time zone.
• Provide internal support to staff members

About you:

• 1-3 years in a similar client-facing technical support role.
• Provided support to English speaking International Companies.
• Hands on working in Windows Server environments, including Active Directory.
• A good understanding of basic networking (including routers and firewalls), hardware, software, and operating systems.
• Customer service focused: committed to providing exceptional customer service across all channels – written, phone and face to face.
• Ability to communicate clearly and concisely, varying communication style depending upon the audience and explain complex problems in both technical and laymen’s terms.
• Excellent attention to detail and written skills when communicating with others, both internally and externally.
• Ability to apply knowledge in a practical, commercial manner.
• Willingness to assist and support others as required and get on with team members.
• Accomplish objectives effectively within time frame given and carry out administrative duties in an efficient and timely manner.