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Technical Support Analyst – Basildon

Closing Date: 11th December 2023

Vidu Group

About this position

Vidu are working on a super exciting assignment in the search for a Technical Support Analyst on behalf of a leading eCommerce distribution business.

There is a very competitive salary on offer with this role and excellent opportunities for career progression.

Our client has engaged with Vidu VIP to carry out the initial search process.

Our team of dedicated consultants will be your first point of contact when applying for this role.

Scope of the role:

Reporting directly into the Returns Development Manager, you will be responsible for providing both reactive and proactive technical support in order to identify and resolve issues within the application. In addition to managing support tickets for both internal and external customers and also supporting the department in other areas where required.

Key responsibilities:

Responding to ticket requests.

Maintaining ticket SLA’s.

Escalating unresolved issues to relevant SME’s.

Troubleshooting and technical support (application based)

Maintain relationships with technical contacts.

Cross-skill with other members of the Returns team in order to be able to assist in other areas of the platform lifecycle.

Skills and experience required

Previous experience in International logistics software is advantageous but not essential as full training will be given.

Experience in service desk operations is essential.

Good understanding of API’s and how they work. The ability to read and understand technical documentation proficiently.

The ability to manage multiple works streams at the same time and be able to structure your work accordingly.

Being able to create strong relationships is a key requirement, as you will be required to work very closely with other teams and our clients external customers that are integrated into their technology.

A real team player with the ability to work efficiently and effectively in a busy and stressful environment where time is of the essence.

A general education to GCSE level A-C is required, including the following key skills:
An understanding of API’s and their use.
A good understanding of CSV files and their construction.
An understanding of file transfers i.e FTP / SFTP, HTTP POST.
Troubleshooting and technical support.
Excellent communication skills.

A good degree of personal organisation and the ability to manage a wide range of tasks simultaneously is essential; backed up by good organisational ability.

Strong communicator at all levels within our clients supplier and internal/external customer bases.

A pleasant, outgoing personality and efficient technique/manner is essential.

The ability to learn quickly and adapt to change efficiently is also a key requirement.