We're Hiring: Junior Support Analyst

The Customer Success Junior Support Analyst will be responsible for 1st and 2nd level customer support, to ensure all support issues and queries are responded to within the agreed SLA.

Job Title: Junior Support Analyst

Business Unit: Customer Success

Report to: Head of Customer Success

Location: Ireland based

Main Responsibilities:

•  Provide L1 & L2 support, resolving issues to the customers satisfaction.
• Monitor tickets assigned to the Support queue and process based on agreed SLA’s and priorities. Respond to assigned tickets/tasks in accordance with SLA guidelines.
• Document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Continuously develop your product knowledge and skills to enable you to resolve an increasing number of customer issues at L1 & L2 support.
• Leverage product release notes, Knowledge Base, Best Practice Library and other such collateral to aid in issue resolution.
• Help update, maintain and improve any Support documentation, processes and procedures as required.
• Record and share all customer feedback for the purpose of continuous learning & improvement.
• Look for opportunities to help customers drive further adoption and to increase their ROI in FlowForma.
• Other duties as assigned by management.
  
  

Experience:

• Some experience working in a Customer Support or Customer Service function for an IT/Software/Services company
• Experience working directly with Customers
• Experience with Office 365, and in particular, SharePoint Online

Education:

• College graduate preferably with a qualification in business or technology

Knowledge Of:

•  IT Services and Support (ITIL) advantageous
• MS SharePoint knowledge advantageous

Other Information / Circumstances:

• Ideally an ambitious individual who is self-motivated, a self-starter, proactive, takes ownership and delivers on their commitments, with a positive can-do attitude. Culture fit is important here at FlowForma.
• Flexibility in terms of working hours and travel when required.