Location

Remote, United Kingdom

Salary

£25000 - £30000 /year

Job Type

Full-time

Date Posted

October 6th, 2021

View All Jobs

Customer Support Analyst at Glasswall

Location

Remote, United Kingdom

Salary

£25000 - £30000 /year

Job Type

Full-time

Date Posted

October 6th, 2021

View All Jobs

Customer Support Analyst 

 

The successful candidate will have a genuine interest in cyber security, demonstrable initiative for problem solving, excellent communications skills and thorough attention to detail. 

 

The Customer Support Analyst (CSA) will handle technical aspects of the post-sales customer life cycle providing both reactive and pro-active support. 

 

The CSA will acquire a strong operational understanding of Glasswall technologies in order to become proficient in resolving issues reported by customers, working independently and in collaboration with members of Glasswall Engineering team.

 

The CSA will actively engage with customers, ensuring processes are agreed, technical issues resolved, resolution rates and milestones are met to customer satisfaction.

 

This is an entry level role on our Customer Support Team, with training, development, and career growth opportunities. 

 

The role is based in the UK, with proximity to our office in Greater London desired, and requires RTW status.

 

Responsibilities

  • Engage with customers as first line support
  • Resolve technical issues reported by customers and partners in a timely manner
  • Inform customers/partners on open support issues and their resolution
  • Build technical relationships with third party vendors where necessary 
  • Manage projects to timescales and customer satisfaction 
  • Collaborate with Engineering and Sales teams on resolving issues and technical innovation  to improve the customer experience

 

Technical knowledge

 

  • Experience with exchange, O365, GCP and other mail based systems
  • Experience with Cloud storage solutions (GCP, Azure, AWS etc)
  • Experience with Jira ticketing system
  • Diagnose and trouble-shoot over video conference
  • Understanding of Networking
  • Experience with Linux & Windows based systems

 

Competencies

  • Excellent written and oral communication skills
  • Organizational skills for tracking, reporting, monitoring performance 
  • Strong Customer Orientation 
  • Trouble shooting and analysis 
  • Domain Knowledge – previous experience in technical support and Software as a Service (SaaS); cyber security sector expertise a plus

 

Salary and Benefits

  • Glasswall offers a competitive salary and incentives package.
  • Benefits include private health care and pension contribution. 
  • We offer flexible and remote working options, with hybrid working from our office in the Greater London area. 

 

Application process

Interested candidates, please visit http://careers.glasswallsolutions.com/ to apply.

 

Reference materials

Glasswall website: www.glasswallsolutions.com 

Glasswall blogs:

  • Blogwall: https://www.glasswallsolutions.com/blog/
  • Engineering Blog: https://medium.com/glasswall-engineering

This job has now closed

You can find more jobs over on our careers page.

See More Jobs

Jobs at Glasswall

Powered by