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