Level Iii Support Analyst

Description:

As a L3 Support Analyst, you'll gain detailed product knowledge, work with large volumes of data and work with multiple teams including Engineering, Product, Operations, Customer Success and Customer Support to ensure that the customer issue is resolved quickly and thoroughly.

Level 3 exists to resolve challenges which means priorities change on a daily and even hourly basis. Therefore, your focus may need to be frequently shifted and you'll need to have a good understanding of what's important to the customer and internal teams.

What You Will Be Doing
 

• Investigating complex issues raised by users
• Communicating progress of issues/fixes to both technical and non technical users
• Using your problem solving and creativity to derive solutions where needed for users
• Guiding users through sophisticated solutions
• Detailing investigations of new issues
• Prioritising customer cases within your own queue
• Raising bugs where appropriate
• Onboarding new features and changes to the Support Teams
   

Skills That Would Be Beneficial To The Role
 

• Graduate or early in career analyst working with data analytics tools / Excel
• Degree in Mathematics, Physics, Electronic Engineering or Computer Science. (Similar degree using large and complex data sets).
• Quick learner with a desire to understand sophisticated systems and software behaviour
• Genuine passion for problem solving and persistence when vital
• Analytical skills with a methodical approach
• Ability to work to time constraints within an exciting environment
• Ability to switch focus as priorities change
• Good communication skills with ability to convey technical information clearly