Technical Support Analyst - Bristol Or Southampton

Technical Support Analyst: Deliver excellent customer service and help customers with problem solving, Bristol or Southampton, UK

Are you passionate about delivering excellent customer service and helping customers with problem solving? Gresham Technologies, a leader in data integrity solutions for the financial sector, seeks a passionate Technical Support Analyst to join our vibrant UK team

Here’s your chance to:

·        Working hybrid out of either our Bristol or Southampton office

·        Work closely with the wider customer success team focusing on our customers, providing exceptional customer support

·        Play a vital role in supporting our customers Gresham’s product portfolio of customers globally.  

You will ensure stability of the SaaS offering for Gresham solutions, provide a pro-active, outbound communication with existing customers and provide support to our clients throughout the entire lifecycle of SaaS processes.

To ensure we continue exceptional customer service, you will be soliciting feedback from customers on Gresham’s products and services. You will get the opportunity to refine mechanisms to track all aspects of a customer’s support & relationship within Gresham and replicate customer issues where appropriate to ensure a deeper understanding of problems and ensure all customer contact and ticket progression is documented on the incident management system.

To encourage continued knowledge sharing within the wider group you will update the Customer Success knowledge base as appropriate to improve visibility of issues within the team.

You have a technical background plus strong technical and analytical skills including exposure to cloud technologies, a good understanding of databases and Linux/Windows operating systems. You will have excellent communication and customer facing skills, including the ability to communicate with both technical and non-technical users.

At Gresham you will find:

·        A career at Gresham provides a unique blend of agility, innovation, empowerment and warmth.

·        A well-established company with global clients and an admired product, meaning you can feel secure and confident about your future.

·        We retain the agility and intimacy of a small business, meaning you can influence change and see the impact of your ideas.

·        We limit hierarchy and are big on collaboration, so you’ll be challenging and stretching yourself everyday, working with leading edge technologies that help improve integrity and accuracy in our sector. You’ll feel at home in our friendly, supportive, people-centric culture where we work towards common goals, not individual interests.

·        Gresham helps global businesses connect, reconcile and control their data, systems and processes. And in doing so, we deliver something that is vital to modern business. Data confidence. Our teams are responsible for building and delivering leading edge solutions, to our customers, the world’s top financial institutions.

You will thrive if you have:

·      General understanding of networking and Software as a Service offering

·      Excellent problem solving and diagnostic skills to turn your hand to any issue

·      Demonstrable great customer service and communication skills

·      High degree of technical literacy

·      Intellectually curious and desire to learn, particularly about new technologies and business processes

·      Highly collaborative: ability to partner with colleagues in other teams and regions

·      A can-do attitude and are happy to pick up ad-hoc projects and requests

·      Ability to process large amounts of information rapidly, while still identifying the key details

·      You may have some experience of Java, MSSQL, Oracle, MySQL, AWS or Linux

·      You will be moving on from an existing technical support role or will be a graduate with relevant professional experience such as a placement/industrial year.

·      Educational or hands-on background in one or more following practices:

o   Support and Maintenance in environments like Microsoft or Red Hat or Ubuntu Linux

o   System Administration with focus on AWS Cloud Architecture.

You will be able to work proactively as part of a team, possess a proven track record of effective and efficient customer service skills, including verbal and written communication skills and be able to adapt to a diverse customer base, provide exceptional customer service. You will have excellent problem-solving skills and be self-motivated and work under your own autonomy with a highly collaborative approach.

Values

Our culture and everything we do is underpinned by our values; We Embrace Difference, We Create Together and We Champion Success. We value different backgrounds, experience, expertise and ways of thinking. We encourage curiosity, and respect every individual, recognising that everyone has the potential to bring something extraordinary to Gresham to make it a great place to work. And as you’d expect we offer benefits typically associated with a Fintech. We are a global organisation with a flexible approach to working whether that’s where you’re based or how you work.

Benefits:

·        Hybrid working: core working hours with flexible start and finish time in line with team, with opportunity to work from our fantastic offices and from home

·        25 days Annual Leave + 8 Public Holidays + your birthday off

·        Ability to buy/sell/carry over up to 5 days annual leave

·        Learning platform: free Udemy access with over 14,000 courses to choose from

·        Pension: up to 5% employer matching

·        Life Assurance: 4 x annual salary with option to flex up to 10 x base salary

·        Vitality: Individual Private Medical Healthcare Plan, cover can be extended

·        Discretionary Company Bonus: based on individual and group performance

·        Flex Benefits: Gresham offers an £250 annual allowance towards a range of additional benefit including Health Cash Plan, Dental Plan, Critical Illness, Cycle to Work,

·        Charity Giving, Season Ticket Loan.

·        Perks Platform: offering discounts on a range of products

·        Employee Assistance Programme

·        Annual equipment allowance to support working from home

As an equal opportunities employer, Gresham  Technologies is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us.

We are unable to provide employment sponsorship for any associated immigration visa application. All successful candidates will be required to provide evidence of a right to work before they commence employment with us.

NOTE to Agencies: We work with selected recruitment agencies only. We do not accept speculative CVs.