Kura

Software Support Analyst

Job ID
2021-2929
Category
Inisoft
Location
Glasgow - Swan Street
Position Type
Permanent Full-Time
Min
GBP £24,000.00/Yr.
Max
GBP £28,000.00/Yr.
Targeted Job Start Date
01/08/2021

We are Kura

Hello. We are inisoft

About Inisoft

 

Location:Glasgow

 

Inisoft are a market-leading provider of software solutions for contact centres, with clients throughout Europe, the Middle East and North America.  

 

Software is all about solving problems, and the right software can change people’s experiences – in our case both the experience of contact centre agents and customers.

 

We’re part of Kura, the UK’s largest independent contact centre outsourcer

 

Software is all about solving problems, and the right software can change people’s experiences – in our case both the experience of contact centre agents and customers.

 

Our product, Syntelate XA, is all about empowering agents and making things easy for them. With Syntelate XA, agents can help customers by phone, email, SMS, web chat and social media – all from a single, simple user interface. Confident agents = happy customers.

 

Inisoft are seeking an experienced Software Implementation Support Analyst to join our  team and provide exceptional first and second line support to customers all over the world who use Inisoft software products.

 

The ideal candidate for this role must demonstrate great attention to detail, excellent communication skills and be able to work in a fast paced environment where you use your initiative to effectively prioritise and resolve customer issues.

 

The Role

Key Responsibilities are:

  • 1stand 2nd line support for all current and future Inisoft products.
  • Ownership of support issues and requests from logging to resolution.
  • Following support processes and procedures to ensure that all issues and requests meet agreed customer SLA’s.
  • Assist in maintaining internal infrastructure to facilitate the activities of other teams across the business.
  • Keep up to date with new developments through proactive learning and knowledge sharing.

Essential Skills and Experience Required:

 

  • Minimum of 2 years relevant Application / Product Support experience
  • Excellent problem solving and troubleshooting skills.
  • Excellent communication skills, both oral and written.
  • Attention to detail in ensuring that support processes and procedures are adhered to.
  • Ability to write and analyse SQL statements and queries.
  • Basic level administration of Microsoft SQL Server and Oracle databases.

 

What we offer

  • Salary upto £28k
  • 30 days holiday 
  • Comprehensive training to ensure you have the tools to do your job
  • Subsidised on site canteen with free staff Wi-Fi & discounted city parking
  • Refer A Friend & Cycle To Work Schemes
  • Employee discounts
  • Pension Scheme

 

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