C2 Careers - Technical Analyst - - C2

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C2 Careers - Technical Analyst

Published on February 26, 2021

Who are we?

We are C2. A well established and leading provider of enterprise software applications to world leading brands.


What are we looking for and what will you be doing?

We are looking for an experienced Service Delivery Technician to join our Service Delivery Team located in our HQ in Glasgow City Centre office, although remote work is possible until August 2021. The role is fast moving, diverse and requires someone with an analytical mindset. We are looking for someone who will take a client query and follow it through to resolution, tracking and documenting it all the way. We are looking for a candidate who has experience in a helpdesk environment, supporting multiple clients globally on a day to day basis. The ideal candidate must have experience using a ticketing system and be confident to take client support calls on demand.

A glimpse at the daily duties:

  • Respond to online enquiries in line with SLA timeframes
  • Resolution of Customer 1st Line issues e.g. How to? How do I?
  • Escalation to 2nd Line Support when necessary
  • Ticket raising in line with SLA’s
  • Monitoring the nature and frequency of client queries…. Are there any early indicators/patterns?
  • Communicating daily with the development team re fixes/tasks
  • Testing of development fixes/tasks
  • Participating on client check in calls / quarterly review calls
  • Involvement in active and ongoing projects such as new client deployments / existing client migrations.
  • Raise new feature requests and take ownership of these


What are the must haves?

  • Strong communication skills – we value our client relationships massively, it is important to us that this person deals with all client queries in a calm, friendly and professional manner
  • Strong attention to detail – we need an analytical mind, someone who will document and track each client query every step of the way until resolution
  • Familiar with technologies – For example, Zendesk, JIRA, Airtable, Loom, MS Suite etc, Exposure to any online ticketing system would be great
  • Practical experience – within a helpdesk environment helping multiple clients
  • Ability to work under pressure – we have some demanding clients and our software is business critical to them


What type of person should you be?

  • Naturally positive – our clients are contacting the service desk for a response and resolution, it's important we start off positive and remain throughout until resolution
  • Resilient – nothing is personal, sometimes clients get a little frantic/excited/demanding of us
  • Adaptable – be open to change. We are constantly improving ways to look after our clients, join us and bring new ideas
  • Flexible – we’re in the software business. It doesn’t happen often…but on the odd occasion something goes wrong and we need to work a few extra hours…we really appreciate the all hands-on deck mind set
  • Multitasker - we often have multiple projects running simultaneously and it is required to be able to balance your workload to meet all deadlines.
  • Organised - we have around 70 clients to manage as well as running multiple projects at one time. It is therefore important for the candidate to be organised in order to meet deadlines and ensure all queries are dealt with in a timely manner.


What is the salary, working hours etc?

  • Job Types: Full-time, Permanent
  • Remote working until August/September 2021
  • Salary: £22,000.00-£24,000.00 per year (depending on experience)
  • Working hours: Mon – Thurs 8:30am – 5pm, Friday 8:30am-3:30pm
  • 30 days Holiday, inclusive of 9 stats.
  • 2 Fridays off a month after 1 years service
  • Brand new HQ Glasgow City Center office with built in gym and coffee bar


Interested?

Send your CV to careers@continuity2.com