Support Desk Analyst

About this role

Kudos Software develops, sells, installs and supports specialist software products for specific market verticals. Our customer base spans Charity Retail, Caravan, and Marine sectors — and we're growing. We build long-term partnerships with our clients, combining deep sector knowledge with a modern, SaaS-first product suite that includes EPOS hardware and integrated card payment services.
This is an exciting time to join Kudos. You'll be selling technology that genuinely makes a difference to mission-driven organisations, with a proven product, a strong reference base, and real room to grow your earnings.

Responsibilities

• Take ownership of customer support issues logged via email and telephone to quickly diagnose and resolve them.

• Strive to meet all SLA’s set with our customers and work under pressure and within strict timescales.

• Always use our knowledge base for a first-time fix for our customers.

• Ensure tickets being passed to second line have sufficient detail.

• Think and operate pro-actively and highlight patterns to avoid reoccurring issues.

• Doing investigative work with customer’s accounts to find the best solution for all parties

• Be keen enough to self-learn aspects of the company product and hardware.

• Have eagerness learn new IT and customer service skills/techniques.

• Utilising several in-house and external systems.

Skill, Knowledge and Abilities

• Excellent customer service skills and customer empathy.

• Strong ability to problem solve and fault find issues.

• Great interpersonal and relationship management skills.

• Possess outstanding communication skills, with the ability to build instant customer rapport.

• Have confidence when being confronted with new systems (we use lots).

• Work closely with other departments to drive continuous improvements.

• Good general IT software and hardware skills to enable both hardware and software support.

• Flexibility on working hours our Service Desk covers 7 days a week supporting our customers. Shift patterns are 5 days out 7 covering hours from 08:00 to 20:00. Example shift times are 08:00-16:00, 08:30-16:30, 09:00-17:00, 10:00-18:00, 12:00-20:00.

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