Customer Services Analyst

Role Overview

• Being the first point of contact for Nasstar NGMS customers
• To answer telephone calls, live chat and portal communications from clients and their users, ensuring a professional manner is maintained throughout
• Speak with confidence on the issue at hand, reassuring the customer of a positive outcome
• To correctly validate issues, including service/product offering, categorisation, prioritisation, advising product users through features, functionalities and initial triage detail
• To resolve issues/requests on first contact
• Work as part of a team
• Support the team in reaching its KPI’s and objectives
• Work with peers and mentors to progress your working knowledge
• Communicate with your team and leaders if assistance is required
• Collaborate and share knowledge to improve the team's wider capability
• Actively managing and maintaining a list of assigned cases
• By ensuring they are regularly updated in-line with contractual SLAs
• Keeping the customer informed and updated with the progression of their issue
• Ensuring any investigative work is documented in tickets you’re working on
• Being accountable for collecting updates from resolver teams to see the issue through to resolution
• Set up video events sessions on the various platforms infrastructure systems and launch the video conferences at scheduled time.
• Manage and support assigned video events until completion, remaining focused on the customer at all times.
• Provide Live Assist, Meet & Greet and Dedicated Engineer services for customer video conferences.
• Perform first line troubleshooting with the customer's local site support for problems that occur during video events.
• Report and update video conference details post-conference into the centralized database accurately and concisely.
• Open incident tickets against all issues reported into the centralized CSM/ITSM tool i.e. ServiceNow accurately and concisely.
• Manage and support high profile video events.

Requirements

• ITIL qualification or equivalent certifications
• AZ-900 Microsoft Azure Fundamentals
• AB-900 Microsoft 365 and AI administration
• SC-900 Microsoft Security, Compliance and Identity Fundamentals
• Able to respond to changing demands and operational challenges.
• Able to manage expectations of customers and internal stakeholders.
• Working for a Managed Service Provider (MSP)
• Experience with cloud computing and systems including SaaS, PaaS, IaaS.
• Experience working within a Customer Facing Support Environment.
• With prior experience as an engineer on Microsoft products, you will be proficient with M365 and Azure services, infrastructure, system, security and administration, OS and application support in an operational environment.
• You will have excellent problem-solving skills and will be able to solve technical problems from the entry level service.
• Your effective communication skills allow you to build internal and external relationships and solve challenges.
• You will have a Growth Mindset coupled with an ability to learn new skills and technologies in a fast-paced environment.

Tech Stack

• Azure
• Cloud
• ITSM
• ServiceNow

Benefits

• Competitive salary based on experience.
• Opportunity to work with a leading UK ISP in a dynamic international team.
• Training and development provided.
• Career progression opportunities within the organization