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JP Selection
  Company Profile
JP-Selection Consultants are fully trained in specific vertical markets and focus on specific geographical locations, so if you are a C++ Software Engineer looking for a role in Oxfordshire or
a JAVA Developer looking for a role in the City you will deal with a Consultant that is dedicated to both skill and area, allowing you to select from a range of local job opportunities within your chosen skill field.

  Job Details 

Technical Support Analyst - XML XSL HTML Windows PDF JAVA

Posted On:  3/19/2021 3:53:56 AM

Technical Support Analyst - XML XSL HTML Windows P

No. of vacancies:  1
Qualifications:  Bachelor's Degree
Essential Skills: 
Not specified
Minimum Total Experience:  2
Job Tenure:  No Preference/Any
Salary Offered: 
Job Location:  Hertfordshire Hertfordshire United Kingdom

  Job Description
Support Analyst sought by leading supplier of business software solutions to a worldwide client base!

With solid 1st and 2nd Line Helpdesk experience ideally in a software support type environment you will have worked with product related technologies such as XML, XSL, Windows, HTML and PDF and
some Javascript and Java skills would be advantageous.

The role will involve the following;

To assist in the analysis of problems and support issues raised by customers via phone, e-mail or portal according to Thunderhead's technical support procedures.

-Assist in the solution of product issues of Thunderhead solutions under the supervision of technical management.

- To ensure the proper and timely entry of information in both the call tracking system and the knowledgebase

- Report regularly, identifying and diagnosing issues and needs, escalating potential risks as far as necessary to resolve for both Thunderhead and customer

- Own support issue, is responsible for escalating to 3rd level support where required, monitors issue and closes the issue to meet SLAs

- Receive mentoring on product knowledge and support process from Senior Support Analyst and other team members

- Responsible for technical and personal career development to meet the demands of the role


- Deliver against target for number of support calls closed

-Deliver against logging and updating calls to approved company procedure

-Deliver against target for number of escalated calls


- 0-2 years software support experience

- Excellent verbal and written communication skills

- Logical and analytical problem solving skills

- Positive client service approach with a 'Can do-will do' attitude

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