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Technical Support Specialist

Location:
Heathrow
Company:
Reed Business Information

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Due to growth internally and some hugely exciting new projects, we are looking for a Technical Support professional to join our team. This is an excellent opportunity for someone who is interested in developing a long term career in a support desk role and IT sector.

About the role

The Technical Support Specialist role will provide first line technical support to customers and internal staff. This requires an aptitude for working with applications/systems to undertake analysis, diagnosis, rectification of basic problems and monitoring progress made in resolving complicated technical issues. There is also a range of administration duties, such as system monitoring, within the scope of this role. Training and guidance will be provided, but we are looking for someone who can also learn independently and strive to push themselves.

Naturally, customer service is imperative in this role. Our business depends on happy customers and you will maintain customer satisfaction when the software isn’t quite operating to plan. Whether by phone or email, or on site, you’ll manage the customer experience as you help them through a range of problems.

Any familiarity with a coding language (especially Java and/or PHP) will help you learn our software and systems. You’ll develop the know how to distinguish, triage and act on bugs, user errors, and extraordinary issues. As you gain experience here, you’ll have a voice in the way we do and develop our business.

About you:

  • You love solving puzzles, logical and get a rush when you discover the solution to a tricky problem
  • You also love people. Interacting with people gives you energy, and you feel good when you’ve helped someone out. And you love teamwork. Your ideal day is when you and the team have worked together to solve a problem
  • You want a role where you can use your intellect and people skills every day

Responsibilities

  • Provide via the service desk a single point of contact for customers’ IT issues and queries.
  • Receive, log and manage calls from customers and internal staff via telephone and email.
  • Maintain various databases and track changes e.g. Asset Database.
  • Provide 1st line support for IT related problems involving in-house software and platforms.
  • Identify basic network and other general IT issues impacting users.
  • Escalate unresolved calls to the appropriate support team.
  • Log all calls in the Service Desk Call Logging system.
  • Take and maintain ownership of incidents.
  • Monitor the status of users’ incidents, communicating progress in a timely manner.
  • Maintain a high degree of customer service for all support queries.
  • To maintain close working relationships with other regional support centres (daily contact)
  • Publishing and maintaining support documentation.
  • Excellent multitasking ability

Required

  • Strong work ethic
  • Outstanding communication skills
  • Capable of learning & working independently
  • A reliable team player
  • Can deliver a high level of customer service
  • An inquisitive mind and problem solver
  • Enthusiasm to learn new skills
  • Excellent at multi-tasking and time management
  • Works well under pressure
  • A keen interest in IT

Desirable:

  • Experience with identifying bugs in software
  • Experience in technical support or help desk
  • Experience is supporting in-house software and platforms
  • Experience in software development (any language)
  • Reading and manipulating XML/XSLT files and other text formats
  • Knowledge of MySQL
  • Familiarity of Linux command line
  • An ITIL qualification
  • Any other language e.g. French/German Language – written & oral

Additional information:

  • This is a full-time, permanent position, Monday to Friday. Your working day will usually be 9am-5pm, but you may need to work anytime between 7am-7pm with cover for some public holidays
  • We do offer 24/7 urgent support. While after-hours requests are rare, you may be on call occasionally to manage a customer issue, for which a shift allowance would be received.
  • Our company is young and growing rapidly. And we don’t believe in business as usual: at Proagrica you’ll have a say in decisions that are relevant to your work
  • We’re interested in people, not duty machines: if you’ve got something to add beyond your role, and ideas to change and improve your contributions, we’re all ears.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.

Risk & Business Analytics (RBA) provides customers with innovative solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk while enhancing operational efficiency through eight unique brands. RBA is a market segment of RELX and has more than 8,500 employees serving customers in over 180 countries. RBA’s eight brands include: LexisNexis Risk Solutions, Accuity, Proagrica, ICIS, Cirium, XpertHR, Nextens, and EG.

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