Job Title: Foundry Support Analyst
Location: Coventry
Job Title: Full-time
We’re integration specialists. Our mission is to help our clients realise their potential and enable them to do business in every direction.
We revolutionise trading partner connectivity by linking suppliers, retailers, and end consumers in one global commerce network. With our flexible, integrated and fully managed service solutions, customers of any size can easily connect with any trading partner while enjoying the peace of mind of a proven service platform that reliably handles tens of millions of transactions annually without the need for any customer interaction.
The Role
The Foundry Support analyst is responsible for supporting the Foundry application suite of products across all of TrueCommerce. This position will provide client support in a production environment, ensuring that all support conducted over the telephone, via email, and through remote control software is accurate and timely. This role is responsible for advanced technical troubleshooting, problem analysis, and accurate case tracking. This position is expected to become a subject matter expert on all Foundry products and future products as they develop.
The key to the success of this role will be the ability to communicate effectively with users of varying technical abilities. It is fundamental that all of True Commerce’s customers are able to use the systems fully and efficiently, you will need to use your knowledge to support users and ensure confidence with the systems.
Key Duties:
- Handling customer issues that require Support Analyst level capabilities
- Assist in managing the production case queue and providing provide timely feedback to the client
- Scheduling data discovery calls when further case detail is needed. Communicating with the Foundry Team and Development on potential TIER 3 issues
- Technical Proficiency Development
- Tracks knowledge gaps and repeat situations for training documentation
- Assist Lead/Manager on hiring and training of new technical employees
- Internal/external content creation and upkeep of support and training tools
- Act as a liaison for on the fly 1 on 1 Foundry Suite instruction
Essential Skills
- Customer Service and Support
- Call/Support centre operations
- High/medium inbound support requests (CRM/Case/Email)
- Software/hardware installation and troubleshooting
The Person
The successful candidate will be eager to learn new skills and demonstrate the following:
- Technically Minded
- Customer Focused
- Strong Work Ethic
- Positive Attitude
- Good Communication Skills
- Methodical and Analytical approach to problem-solving
- Time Management Abilities
- Working Well Under Pressure
Before making an offer, TrueCommerce may carry out a criminal record check against you. Using criminal record checks processed through the Disclosure and Barring Service (DBS), TrueCommerce complies fully with the code of practice and undertakes to treat all applicants for positions fairly.
TrueCommerce undertakes not to discriminate unfairly against any subject of a criminal record check on the basis of a conviction or other information revealed.
By continuing with your application, you are giving us permission to carry out this check.
Please click the APPLY button to send your CV and Cover Letter.
Candidates with experience or relevant job titles of; IT Analyst, IT Service Desk Technician, IT Support Engineer, Technical Support, IT Support, IT Systems Engineer, IT Systems Technician, IT Systems Support, 2nd Line Support Engineer, 2nd Line Support will also be considered for this role.
