Support Analyst - Control IM

Job Purpose 

A Support Analyst is responsible for providing exceptional technical support to Gresham’s global product portfolio customers in order to ensure quick response times, low levels of downtime and excellent issue resolution. 

Key Responsibilities  

• As part of a global team, you support Gresham’s customers in resolving issues across our suite of products, providing cover 24/7, 365 days a year
• You use your strong diagnostic techniques to identify the root cause of the problem, find solutions via fix or workaround advice, or escalate to the Development team
• Reacting quickly to customer demands, you demonstrate an awareness of ticket priorities, SLAs and customer requirements
• You deliver market leading customer service that always aims to exceed demanding customer SLAs, escalating in a timely and appropriate manner
• You ensure all customer contact and ticket progression is documented in a professional and informative way on the incident management system, enabling cross team collaboration and a consistent customer experience
• Where appropriate, you replicate customer issues to ensure a deeper understanding of problems and to build learning opportunities in the team
• You are responsible for keeping the Customer Support knowledge base updated as appropriate to improve visibility of issues within the team
• You build and maintain good customer relationships by attending conference calls or other meetings where appropriate, without assistance from senior peers
• As part of the global team, you provide out of hours on-call support on a rota basis