3rd Line Support Analyst

3rd Line Support Analyst

GreatFind Jobs
Published: July 13, 2022
Hybrid, Leicester
Job Type


Have you got a natural flair for customer service and experience working within the education sector? This global SaaS company specialising in providing cloud-based software to associations, nonprofits, and schools is looking for a 3rd Line support Analyst to join their team. The successful candidate will be working on a hybrid work structure in the Leicester office with a salary of £35,000. This opportunity comes with fantastic benefits like 25 days of annual leave plus private health cover.

Role Overview

Providing senior customer support with the highest level of professionalism will be your primary responsibility in this role. In addition, you will be offering technical step by step support to customers and ensuring all enquiries and data are accurately stored on the CRM system. You will act as the escalation point for more technical issues. 


  • Keeping an accurate record of all communications and documenting the issues reported, the work completed, and the resolution used.
  • Provide assistance with re-installation of software if that is needed during the customer's tenancy. 
  • Assisting customers in resolving issues by talking them through a series of steps and, where necessary by remote assistance. 
  • Respond to all calls and emails from customers who have completed training within the time frame set out by your department. 
  • Investigating any customer concerns and escalating to the relevant department when required.
  • Diagnose and solve web software/network/data/import/message delivery issues. 
  • Ensuring the CRM system is updated regularly with key customer and client data. 
  • Ensure you achieve or surpass your manager's set targets and KPIs. 
  • Installing relevant extraction software and assisting customers to resolve any environmental issues as a result, including liaising with third parties when necessary. 
  • Resolve problems on first contact whenever possible, and manage customer expectations when that's not possible.
  • Reparation and re-installation of the software. 
  • Manage customer complaints and calmly resolve issues while focusing on customer retention. 

Essential Qualifications and Experience:

  • Excellent customer service skills. 
  • Experience working in a senior customer service role. 
  • Strong understanding of how educational organisations record, store and use their data. 
  • A clear understanding of GDPR compliance. 
  • Technical and analytical skills and knowledge.
  • Excellent written and verbal communication skills. 

Person Specification:

  • Problem Solver 
  • Work well under pressure.
  • Attention to detail. 
  • Customer Focused. 
  • Highly Organised. 

Want to know more? 

As a specialist IT recruitment agency at GreatFind Recruitment, we genuinely care about our candidates and clients. We strive to provide a personalised and consultative service, and we would be more than happy to chat with you about this role in more detail.

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