Imagine Communications

  • Support Analyst

    Job Locations UK
    Posted Date 3 months ago(7/18/2018 4:25 PM)
    Requisition ID
    07182231
  • Company Overview

    Every day, Imagine Communications is delivering billions of media moments all over the world. Imagine Communications delivers innovative, end-to-end media software to over 3,000 customers in more than 185 countries. If you’re looking to join a market leader and take your career to the next level, imagine yourself at Imagine Communications!

    Specific duties include but are not limited to

    JOB PURPOSE

    Proactively support clients in their use of Imagine Communications products and react promptly to their service requests.

     

    SCOPE

    In this role you are responsible for owning client reported issues and queries through to resolution. Also providing workarounds and resolutions within the agreed SLA and providing accurate issue reproduction steps to our development and QA teams.

     

    KEY ACCOUNTABILITIES

    • Respond to telephone calls and email requests from clients

    Log details of service request into customer service systems

    • Investigate and replicate service requests raised

    Provide regular updates to clients on faults and other service requests

    Take ownership of service request through to client delivery

    Undertake on-site visits to clients to assist in their use of Imagine Communications products

    Respond to clients in accordance with the terms of their contractual Service Level Agreements

    • To thoroughly test fixes and new developments before they are delivered to clients

    • Ensure documentation is prepared to required standards and delivered to clients in a timely manner

    Produce, check and issue support reports for clients within agreed timescales

    Undertake training of internal and external clients in the use of Imagine Communications products

    • Such other duties as the management may from time to time reasonably require

    To ensure that all working practices comply with Health and Safety legislation

     

     

    Qualifications

     

    KEY RELATIONSHIPS

    Internal

    Communicate and liaise with Imagine Communications Support, Consultants, Development, QA, BA PM and Business Manager teams on a daily bases.

     

    External

    Communicate and liaise directly with Imagine Communications clients and third parties on a daily bases.

     

    PERSON PROFILE

    You must be a professional, customer focused individual, who is able to use excellent problem solving skills to help resolve customer issues and queries. You must be a committed team player, who is also able to work confidently with limited supervision when required.

     

    EXPERIENCE / ACHIEVEMENTS

    Essential:

    Strong interpersonal and client-facing communication skills

    • Experience of using MS office products

     

    Desirable:

    • Presentation/training skills

    • Knowledge of software development cycles

     

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