Customer Support Analyst

Tapestry Solutions
37000.00 - 46000.00 GBP Annual + Company benefits package
21 Apr 2017
28 Apr 2017
Contract Type
Full Time

Tapestry Solutions & Miro Technologies, A Boeing Company, comes with over 30 years of industry experience designing, implementing, training, and supporting logistics information systems.

We have over 800 employees worldwide supporting our customers with high-quality, innovative, and cost-effective information technology and Business Intelligence solutions. Tapestry Solutions supports 85 defense, commercial and government customers from over 50 US locations and nine countries, including multiple forward operating bases in Afghanistan.

Job Title: Customer Support Analyst

Req: 17- 935

Location: Bristol, UK

Range: GBP37,000 - GBP46,000 + Company benefits package

This is a position to support a customer in Middle East Region, working Sunday to Thursday, (early morning to mid afternoon - time to be confirmed)

Position Summary:

The Customer Support Analyst provides responsive, quality customer service in support of our GOLDesp Software product to the customers in the Middle East Region. They will perform immediate analysis of customer problems and direct the implementation of corrective action to restore function and avoid recurrence. They will be the customer's point-of-contact for problem escalation and resolution as required, recording all incidents into a call tracking system while maintaining accountability and ownership of reported issues until resolved.

Primary Job Functions and Responsibilities:

  • Provide customer support via phone and email for Company's product portfolio: answer technical inquiries, answer user queries, diagnose reported problems or configuration issues, recommend possible solutions and follow issues through to successful resolution. Ability to effectively interact and maintain professionalism with customers at all levels.

  • Support analyst interfaces with appropriate technical/programming personnel for customer problems that cannot be resolved quickly on the telephone and monitor progress on problem resolution and initiates timely feedback to management and the customer.

  • Perform customer follow-up to verify final resolution and determine satisfaction level.

  • Customer Support Analyst owns the post-sales/post software implementation customer relationship and aims to deliver high customer service with every engagement.

  • Demonstrate a successful track record of providing support to customers by reproducing and resolving technical issues in a timely, efficient and friendly manner, and in some cases, issues that may be in an escalated state.

  • Document all customer-reported problems in the ticket tracking system, including the nature of the enquiry, and the resolution recommended. Maintain an electronic record of technical information to research possible solutions to customer-reported problems.

  • Must possess excellent time management, communications, decision-making, team, presentation and organisational skills.

  • Create and document knowledge gained from every customer interaction to contribute to knowledge growth and expansion.

  • Adhere to company policies and procedures regarding customer handling processes, service entitlement verification and problem escalation.

  • Be a team player and add to the knowledge and experience of the Customer Support Team.

  • Ability to multi-task, prioritize and organise multiple projects/tasks concurrently while meeting required deadlines.

  • Ability to work independently and as part of a team in a customer-driven, fast-paced environment.

Typical Education and/or Experience Qualifications:

Degree and typical experience in engineering classification: BSc and 5 or more years' experience, Master's degree with 3 or more years' experience or PhD degree with experience or an equivalent combination of education and experience.

BSc, Master or Doctorate of Science degree from an accredited course of study, in engineering, computer science, mathematics, physics or chemistry.

Skills and Abilities:

  • Working knowledge of troubleshooting methodologies on operating systems: Windows (XP and higher) and Linux.

  • Troubleshooting knowledge of JBOSS and Java.

  • Occassional travel to the US and/or Middle East

  • Experience in using GOLDesp software preferred.

  • Experience in working in military supply and/or maintenance organisations preferred but not required.

Closing date for applications: 12th May 2017