Job Description

Are you looking to kickstart or grow your career in technical support?

This role is ideal for a recent graduate, experienced apprentice or anyone with SaaS experience in a similar role such as IT Support, Technical Support, 1st Line Support, 2nd Line Support, Application Support or Customer Service.

Technical Support Analyst

Location:

Hybrid working role - 4 days office based in our Redditch offices (B98 9NR)

Salary:

Up to 26,000

Enhance your technical knowledge by working on our inhouse software, gaining hands-on technical experience.

Work closely with our developers, QA testers, networking, and other technical teams!

Progress your career through our TelXLerator scheme - giving you an excellent opportunity for development and career progression into teams such as Business Operations, Tech Ops (Networking) and QA.

We are currently looking for a

Technical Support Analyst

to join our Partner Support team. You'll act as the technical point of contact for our partners when their first line support is unable to resolve errors, faults and bugs in our live software. You'll be responsible for troubleshooting, resolving technical issues and escalating complex cases to the wider team where required.


This is an exciting opportunity to play a key role in keeping our live software running smoothly, build strong relationships with our partners, and maintain customer satisfaction by ensuring issues are resolved efficiently and effectively.


If you are passionate about delivering excellent customer service while expanding your technical expertise, we'd love to hear from you!

You will;

Provide support to our customers and communicate effectively via email, our portal and telephone. Accurately log, track and resolve issues in a timely manner, working within the help desk agreed SLA's. Work with our technical team to address and resolve customer faults and queries with our live software, escalating complex issues where needed. Receive our monitoring alerts and recognise what actions need to be taken. Use and update the FAQ knowledge base to reduce resolution times. Fulfil out of hours responsibilities after 3 months probation, with support provided.

Why TelXL?

TelXL is an extremely exciting and successful business at a pivotal point in its twenty-year journey and were on the lookout for a Technical Support Analyst to join our growing Communications (CCaaS) business.


Our customers are at the heart of everything we do, but we cant build customer value through our product-lead strategy, without the right people in our team.


A career with us is not just a job, its the chance to be part of something bigger, to add real value to help us constantly improve, to achieve our ambitions. Were seeking enthusiastic, proactive individuals who thrive in a fast-paced setting and are eager to contribute to our success.

If you would like more information, please click 'Apply' or alternatively contact Laura Oxley at TelXL

(Technical Support, First Line Support, Technical Help Desk, Application Support, Service Desk Analyst and IT Support)