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Escalations Analyst


Job Description

We are currently recruiting for an Escalations Analyst to work within our growing software development team located in Chineham Basingstoke.

Prevalent is a leading security and risk management software vendor. Our cloud-based, software-as-a-service application is used by enterprise customers to track and mitigate risks within their supplier base and internal business units. Now is a great time to join one of the fastest growing security and risk management companies in the UK.

As an Escalations Analyst, you will work alongside the customer support and software development teams to work through escalated issues and find solutions directly with customers. You will work within a busy agile software development team organising, investigating, and triaging tickets as well as working directly with customers on implementation issues. This role would be ideally suited for a support analyst looking for the next phase in their career.

  • Triage and manage escalated tickets through the development cycle
  • Investigate the root cause of issues and find clear and concise replication steps
  • Liaise between development and customer support on prioritising issues
  • Work directly with customers on configuration questions and problems
  • Manage third-party integration applications and marketplace
  • Ensure user guides and documentation are relevant and up to date
Key Skills
  • Excellent verbal and written communication skills
  • Excellent customer service skills
  • Attention to detail and accuracy
  • Good technical skills with confidence to manage third-party integrations
  • Ability to diagnose/troubleshoot issues and translate into clear technical information
  • Experience working within a busy, customer-focused environment
  • Ability to write clear instructions, user guides and documentation
  • Self-motivated with the ability to prioritise and manage workloads
Preferred Experience
  • Previous experience working within an end user Service Desk or Application Support environment
  • An interest in Software/Web development may be beneficial as this could lead into a development role in the future
  • Experience with Azure, Okta and other marketplaces

You must be eligible to work in the UK to qualify for this role.

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