Technical support analyst/Customer support
Full time in office
Purpose and scope of the role
As part of the Support Team, the support analyst provides support to subscribers of the ShareScope and SharePad investment software. Responsibilities include: responding to support questions and processing subscriptions orders.
The ShareScope software runs in Windows while our SharePad software is web-based and will run in Windows, Mac OS, and iOS. General knowledge of different computer systems is desirable.
We have an outstanding reputation for delivering exceptional customer support and we are looking for someone with a positive can-do attitude and strong spoken and written communication skills to join our support team.
As a ShareScope Support Analyst, you should be hungry to learn about financial markets, financial data, charting and technical analysis. You'll receive full training on the job. You'll develop the knowhow to distinguish, triage and act on bug reports, user errors, and other issues.
Providing our subscribers with full product support across all support channels including: emails/tickets, telephone, voicemail, and online chat.
Managing multiple ticket queues. Prioritising and responding accordingly.
Software and network troubleshooting.
Escalation of bugs and errors to other departments.
Providing training for new subscribers.
Administrative duties including: processing subscription orders, cancellations, billing.
Excellent written and spoken English
Great attention to detail and a high degree of accuracy when performing data entry tasks.
Polite and patient telephone manner.
Ability to multi-task and prioritise your workload.
Competent with Windows, Word, Excel.
Previous experience of working in a customer service role.
Educated to Degree level in software, technology, or similar.
A levels in English and Maths or similar.
Experience with programming languages or with scripting.
Knowledge of Mac OS, iOS, Chrome OS.
Knowledge of Parallels / Windows emulation
Our ideal support analyst will have the following traits:
Meticulous or Good attention to detail
Strong IT literacy
Polite and professional
Good written and spoken English
Calm under pressure / good at handling difficult clients
Willing to go beyond the job spec when required
Highly presentable when client facing
Ability to self-learn
Please provide a covering letter with your application specifically outlining your suitability for this role.
About My client and ShareScope/SharePad
Based in trendy Shoreditch, My client is a market-leading provider of stock market analysis software used by people to manage their own investments.
SharePad was launched in 2015 and has gone on to win several awards.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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