Role Overview
This position is a hybrid role which requires travel to our Cirencester office on a monthly basis.
Our Technical Support Analysts are responsible for providing exemplary support to Kallidus customers in order to deliver the best outcomes to customers and Kallidus Values. The Technical Support Analyst is expected to develop a well-rounded knowledge of Kallidus products, infrastructure and databases in order to provide a one-stop shop for all Kallidus customer support queries.
The Technical Support Analyst will ensure that customers are kept up to date with the status of their requests until they are fully resolved, taking a technical and analytical approach to proactively preventing issues from reoccurring. This role is customer facing, this means that individuals must be willing to go above and beyond to ensure that customers are supported clearly and in a timely fashion and to act as an functional escalation point within the Customer Support Team.
Kallidus is rapidly growing, so the Technical Support Analyst will need to be comfortable managing multiple customer queries within a complex and, at times, demanding environment. As well as being able to prioritise and manage their own workload to ensure excellent customer experiences are delivered.
Key Responsibilities
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- Acts as a primary contact point, receiving and handling customer requests for support and guidance via all channels (Chat, Phone, Ticketing).
- Acts as a functional escalation point within the Customer Support Team, offering support and guidance for team members.
- Responds to a broad range of requests spanning our entire product suite.
- Maintain clear communications with customers and colleagues, ensuring effective use of our products.
- Provides technical investigation, diagnosis and resolution where possible.
- Uses problem solving skills, including asking meaningful probing questions to diagnose issues and offering solutions/education as needed.
- Prioritises and diagnoses incidents according to agreed procedures.
- Investigates causes of incidents and seeks resolution.
- Facilitates recovery, following resolution of incidents.
- Documents and closes resolved incidents according to agreed procedures.
- Applies change control procedures.
- Understands and demonstrates the Kallidus company values with colleagues and clients.
Desirable Skills and Experience
- Ability to develop a comprehensive working knowledge of all Kallidus applications and technical configurations.
- Previous experience in Technical support or similar customer facing role.
- Understanding of software development processes and SaaS business offerings.
- Excellent communication skills.
- Excellent problem-solving skills.
- Confident in helping upskill, coach and train others.
- Superior customer service attitude and the desire to go the extra mile.
- Organised and analytical approach with attention to detail.
- Ability to prioritise and work to deadlines.
- Enthusiastic with a positive attitude and a willingness to learn new skills.
- Strong collaborative approach to working within a team.
- Ability to multitask and capable of dealing with multiple customers daily.
- Confident telephone manner with the ability to calmly respond to customer enquiries.
Behaviours
- Be a champion for the Kallidus values:
- Curiosity
- Integrity
- Collaboration
- Put the Customer at the heart of what we do. Demonstrate and pursue excellence and quality.
- Creatively inspire others to do all of the above, across the organisation.