Job Title: 2nd Line Application Support Consultant
Location: Bury St Edmunds
Salary: £35,000 - £40,000 per annum

Cooper Lomaz is delighted to be supporting a local SaaS business in their search for a 2nd Line Application Support Consultant to join their expanding team. This position is available on a full-time, permanent basis. You will be joining at an exciting time as the business continues to invest in the team, enhancing both the team and the service they provide.

Role Overview:
You will be joining a business that fosters collaborative working, operating in a modern, open-plan office where you will be supported by senior colleagues. Your primary responsibility will be providing remote, customer-facing application support. This includes triaging tickets, and responding to inbound phone calls and emails related to issues with the products they produce. You will work closely with the wider IT team, reporting persistent issues with products to the relevant team members.

Role Responsibilities:

• Provide 2nd line application support to the business's customers.
• Triage inbound tickets, calls, and emails, assigning them to the relevant team members.
• Manage customer expectations regarding ticket resolutions by listening to the issues they are facing and providing a prompt and accurate time frame.
• Process data requests, ensuring they meet the company's guidelines and policies.
• Document resolutions and the steps taken, and distribute known errors to the team to enhance company-wide knowledge.

Required Skills:

• Experience in a service desk or help desk environment is essential.
• Passionate about technology and keen to pursue a career in this field.
• SQL knowledge is desirable but not essential.
• Outstanding customer service skills - able to listen, document, and build relationships with end users.
• Willingness to learn and develop within the role. The company seeks someone with aspirations to grow with them and is willing to invest in their skills.

Salary & Location:

• £35,000 - £40,000 per annum DOE.
• This is a fully office-based role in Bury St Edmunds.

A driving licence is not essential for the role; however, the office is difficult to reach if you do not live locally. Candidates outside of Bury St Edmunds are recommended to drive, and parking is available onsite.

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