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Customer Service Analyst

Birmingham, West Midlands, England

£18k - 19k per year


VIQU are working with a long time client of ours to help recruit 1 st Line Support Analysts to work within their Support Department. Working as a 1 st Line Support Analyst you'll be providing high quality first point of contact customer support for end users of our clients' bespoke software.


  • Provide 1 st line contact technical support to customers and 3 rd party contractors
  • Categorise, prioritise and investigate issues - escalating only when required
  • Provide administrative support where required
  • Maintain high standards of customer service via email, telephone and live chat
  • Record detailed and accurate notes within the internal ticketing system
  • Tracking of calls and keeping customers informed of the status of their queries
  • Shadow customer sessions for customer one-to-one training
  • Respond quickly and professionally to all queries and issues

The successful candidate must possess either a proven software support background or experience of working within a busy call centre environment, and have the following skills and attributes:

  • The ability to trouble shoot, think laterally and question the situation before escalating the issue
  • Able to take on and retain large amounts of new information including bespoke software
  • Able to juggle many tasks and a high workload adhering to customer service level agreements whilst maintaining attention to detail
  • Passion for providing a top-quality service to customers, building rapport and trust
  • Able to work in a pressured environment, dealing with potentially difficult customers in a professional manner
  • A team player with a flexible working style - able to be dynamic and deal with changing priorities within a large team
  • Driven and able to use own initiative within a team that is not micro-managed
  • Excellent written and verbal communicator, able to explain technical issues in a clear and concise manner to non-technically minded clients


  • Experience of ITIL
  • Experience of SQL or Crystal reports
  • Excellent time management, planning and organisational skills
  • Excellent interpersonal skills
  • Social and Healthcare sector experience
  • A good team player - ability to liaise effectively with work colleagues and professional approach, especially when under pressure
  • Flexible attitude and approach to work
  • Ability to work unsupervised and proactively on own initiative

To discuss this exciting opportunity in more detail, please APPLY NOW for a no obligation chat with your VIQU Consultant. Additionally, you can contact Tristan Thompson , by exploring the VIQU IT Recruitment website.

If you know someone who would be ideal for this role, by way of showing our appreciation, VIQU is offering an introduction fee up to £1,000 once your referral has successfully started work with our client (terms apply).

To be the first to hear about other exciting opportunities, alongside technology and recruitment news, please also follow us at ' VIQU IT Recruitment' on LinkedIn, viqu_uk on Instagram, VIQU on Facebook, and Twitter: @VIQU_UK

Posted 5 days ago

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