Support Analyst

Propeller are looking for a full-time Support Technician to join our agile & fast-paced team, building and working on the Propeller software system.

The role is primarily remote, however will require occasional attendance at our offices in Trafford Park as well as client visits.

Duties and responsibilities of the Support Engineer/Technician include:

• Front-line telephone/email support
• Analysing and resolving technical and application problems
• Use of provided tools to track tasks (Asana) and recording support issues and solutions (Freshdesk)
• Testing bespoke software across multiple platforms (Web/Android/iOS)
  • Ability to record detailed bug reports
• Assisting with on-boarding new clients
• Contribute to the refinement of organisational processes & procedures
• Demonstrating the Propeller Software to potential clients
• Training new customers, face-to-face and remote as required

The candidate must be:

• Confident self-starter
• Can-do attitude
• Patient and empathetic when dealing with customers
• Willingness to learn
• Excellent customer service skills
• The ability to explain technical issues to non-technical users
• Analysis and problem-solving skills
• Ability to prioritise and manage tasks
• Understanding of GDPR and the security and integrity of customers’ data

Technical skills

Must have:

·       Excellent Office Product Skills (Word, Excel, PowerPoint, Outlook)

·       Ability to write and modify CSS, HTML

Nice to have:

• SQL Query experience / Data interrogation experience
• Advanced Excel formula creation
• iOS/Android App mobile device experience (troubleshooting)
• Experience of task management/ticketing support system