Technical Customer Support Analyst I

LexisNexis; Cardiff; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading provider of research and information solutions is seeking a Technical Customer Support Analyst in Cardiff. This role involves providing technical support to clients, managing incidents, and facilitating communications between teams. The ideal candidate should possess excellent customer service skills, experience in the Regulated Services industry, and the capability to troubleshoot effectively. Benefits include generous holiday allowance, health perks, and employee assistance programs.

Benefits

Generous holiday allowance

Health screening and private medical benefits

Life Assurance

Competitive pension scheme

Employee discounts

Access to learning resources

Qualifications

• Proven ability to develop and maintain customer relationships.
• Ability to effectively troubleshoot technical issues.
• Strong verbal and written communication abilities.

Responsibilities

• Provide technical support through phone, email, and live chat.
• Manage incidents/tickets and ensure timely resolutions.
• Collaborate with teams to improve processes.

Skills

Excellent customer service skills

Understanding of software monitoring tools

Strong communication skills

Self-motivated and diligent

Experience in the Regulated Services industry

Job description

Overview

Customer Service & Operations

Technical Customer Support Analyst I

• Location: Cardiff, Vale of Glamorgan, United Kingdom
• Contract Type: Regular
• Schedule: 37.5
• Job ID: R101575

About the Role As a Technical Customer Support Analyst, you will provide post-sale technical support services to customers, including installation, troubleshooting, problem resolution, and maintenance of products and services. Responsibilities are within the Technical Customer Support Function as a generalist or in a combination of disciplines.

Responsibilities

• Provide technical support for clients and colleagues across various functions via multiple customer channels (including phone, email, and live chat).
• Manage the lifecycle of all incidents/tickets, ensuring they are resolved satisfactorily and within SLA.
• Collaborate closely with colleagues and act as a liaison to ensure necessary actions are taken and updates are provided.
• Develop detailed technical and process documentation.
• Acquire product knowledge to competently demonstrate the products and services we offer, becoming a Subject Matter Expert (SME).
• Proactively identify process/procedure improvements.
• Monitor systems performance and report on any potential capacity issues.
• Participate in out-of-hours and weekend on-call support.

Requirements

• Excellent customer service skills and a passion for developing and maintaining relationships.
• Understanding of software monitoring tools.
• Strong communication skills, both written and verbal.
• Self-motivated and diligent with excellent problem-solving skills.
• Experience within the Regulated Services industry.

Working for You

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Generous holiday allowance with the option to buy additional days
• Health screening, eyecare vouchers and private medical benefits
• Life Assurance
• Access to a competitive contributory pension scheme
• Save As You Earn share option scheme
• Travel Season ticket loan
• Electric Vehicle Scheme
• Maternity, paternity and shared parental leave
• Employee Assistance Programme
• Access to emergency care for both the elderly and children
• RECARES days, giving you time to support the charities and causes that matter to you
• Access to employee resource groups with dedicated time to volunteer
• Access to extensive learning and development resources
• Access to employee discounts scheme via Perks at Work

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