1st Line Support Analyst, Permanent, Norwich, £20,000 - £23,000 DOE
Location: Norwich
Salary: £20,000 - £23,000
Conditions: 37.5 hrs per week
Reference: R13/1328
Posted on: 22 May 2022

R13 are currently assisting a financial services business in their search for a 1st Line Support Analyst to join their team in Norwich city centre. Here you will be acting as the first point of contact for users, providing 1st class support in order to help solve problems that have arisen.

You will be joining a business that is passionate about who are passionate about what they do and pride themselves on their friendly adult working environment where micromanagement is a thing of the past, and all team members are valued. There is a natural career path in place that you progress along as your grow your skills within the business.

Duties to include:

  • Answering incoming calls and emails, providing an excellent standard of customer service.
  • Troubleshoot and resolve problems that arise.
  • Logging, managing, categorising and prioritising tickets from the monitoring system.
  • Identifying which tickets need to be escalated to 2nd line support.
  • Responding to ticket requests efficiently in accordance with internal processes and procedures.
  • Ensuring our case management system and our customers are kept up to date
  • Developing a good understanding of the client base whilst building and maintaining strong client relationships

You will have/be:

  • Proven experience in a customer service role.
  • Previous financial services experience or knowledge of financial software.
  • A team player with good interpersonal and communication skills.
  • Confident in your ability to juggle multiple priorities.
  • A natural problem solver, who can proactively identify and get to the root of issues.
  • Excellent computer skills and knowledge of Office 365.
  • A positive attitude with a ‘can do’ approach.
  • The ability to remain calm in a pressured environment.
  • Reliable with a good work ethic and willingness to learn.

This is a full-time, permanent role working from offices based in Norwich city centre. This is a hybrid role working 3 days from home & 2 days in the office with working hours of 9:00am-5:30pm. The offered salary for this role is £20,000 - £23,500 depending on experience.

How to apply:
To hear more details about this fantastic opportunity please email your CV to Tasha Coe – Senior Recruitment Specialist at rthirteen recruitment.

About rthirteen:
Powered by our principals - we link individuals with opportunities to fulfil their potential and introduce client partners to associates to aid their business evolution. Contact us, for a completely confidential chat. rthirteen, clever recruiting which makes a difference.

Due to the high numbers of applications we receive for advertised vacancies, if you do not hear from us within 5 working days, please assume that your application has been unsuccessful for this opportunity. rthirteen will retain your details and contact you with any other forthcoming opportunities which we feel may be appropriate.

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