Applications Support Analyst

Responsible for assisting clients on Tikit products. Support for this involves using the Tikit Support System to assign logged calls from the system and respond to them. In addition the analyst will be responsible supporting the developed integration of third party products that Tikit products integrate with.

The Support Team has adopted ISO 9001:2008 you will therefore need to ensure that response and fix times as set in the standard are met. Calls are expected to be done to a good standard with client satisfaction very important. Calls are followed up with a survey with the team expected to achieve a targeted satisfaction rate. You should ensure you adhere with the ISO procedures the company has adopted and ensure these are followed.
You are authorised to access, use or disclose customer information only when you need to do so to perform your operational duties. Any other access, use, or disclosure may only be made on receipt of additional authority from the information owner.

Responsibilities:

Responsible for assisting clients on Tikit products. Support for this involves using the Tikit Support System to assign logged calls from the system and respond to them. In addition the analyst will be responsible supporting the developed integration of third party products that Tikit products integrate with.
You’ll be:
(a) Ensure the support line is picked up quickly and answered as described in our best practice document, never leave the support line ringing if not on the phone at the time.
(b) The Clients are expected to get regular updates on their active call logs and any required updates to be responded to within the ISO standards and targets.
(c) Our own IP Software use Microsoft SQL databases; as such you are expected within the role to learn Microsoft SQL syntax and Microsoft SQL Server and Management studio tools to a high level.
(d) Primarily focused on our eMarketing / CRM products, utilising HTML, CSS and keeping up to date on email marketing trends, CRM and event organisation.
(e) Part of the role will involve supporting our products across a number of different Microsoft technologies / platforms, including Terminal services and Citrix
(f) Liaising with the client is primarily by phone and email when phone contact is not possible. You are expected to ensure the support logs on the system are kept updated so they reflect an accurate representation of the communication you have had with the client and the state of the call so that at any time your call could be taken on by another of the team without requiring further input from yourself.
(g) You are expected to continually develop your understanding of our products and use your own initiative to do this. Training requirements should be discussed with your line manager.
(h) In the event of issues being identified as a software fault you are expected to raise the necessary documentation and support QA where appropriate.
(i) From time to time it is likely members of the team will be required to do remote support and be on call for clients out of hours and at the weekend. This is compensated at an appropriate overtime charge
(j) When running any changes to live data you will ensure a suitable backup of the data taken.
(k) Where consultancy or chargeable work is identified you will liaise with Sales / Consultancy.
(l) Ensure your line manager is made aware of any potential serious issues and kept updated on any issues that have been escalated.
(m) Remain courteous to the client, third parties and partnered companies and any area of concern is highlighted to your line manager.
(n) It is expected that you will handle a wide variety of calls and to take calls relevant to your role off the support queue regardless of complexity.

Skills & Experience:

• Have experience with working in Microsoft Outlook, HTML5 coding and a WYSIWYG HTML editors. HTML and XML decoding needs to be demonstrated.
• Have been involved in eMarketing and automating event participation via modern technologies..
• Have an interest in SQL (Structured Query Language) or programming concepts and paradigms.
• Some experience in a customer facing role where you have used your conversational skills to communicate with the customer via the phone or face to face.
• Should have a good understanding of all the core Microsoft desktop products Word, Excel and Outlook. Knowledge of other Microsoft products would be an advantage.
• An understanding of “the cloud” version traditional desktop software
• IT GCSE equivalent or better would be an advantage, Undergraduate degree in a computing related course,
• GCSEs A – C in English and Maths. A Levels or equivalent would be an advantage particularly in maths and computing.
• At least 1 years’ experience in an IT environment .as part of a placement year or as a previous role,
• Ability to work on own initiative and seek assistance appropriately when required.
• Good telephone manner with excellent, clear communication and interpersonal skills

 

We offer excellent career prospects and highly competitive salaries.

Tikit is a leading provider of innovative and specialist technology to the Legal and Professional services sector with over 1500 law firm clients globally and is part of BT Group. Tikit develops its own software including Partner for Windows (P4W), Carpe Diem, Template Management System (TMS) and eMarketing. This is complemented by long-standing partner relationships with other top best-of-breed providers to create innovative and complete solutions for its clients. This is matched with a commitment to and reputation for excellent customer service across consulting, implementation and support.

Supplier of the Year – Small and Medium Enterprise’ at the 2017 British Legal IT Awards.

To apply please forward your current CV and covering letter outlining your suitability for the role to helen.mcconnon@tikit.com

(Please no agencies)