Problem Analyst

at  TotalMobile

Totalmobile develop mobile working solutions for a wide range of markets in the Local Government, Healthcare, Industry and Private Sectors. Our product is designed to improve efficiencies, reduce costs, and increase productivity. It is multi-platform and native on all major devices and platforms including iOS, Windows, and Android.
The Customer Support team provides remote support to our customer base in their daily usage of the Totalmobile suite of products. The Support Analyst will work within our Support function and provide second-line and 3rd line support to our customers. Your team will handle escalated incidents from our customers, apply workarounds, fix incidents and document valuable information into the company knowledgebase.
The successful candidate will need to work as part of a team and maintain a rota that works; 8am – 4:30pm and 9:30am – 6pm (in region) as well as an On Call Support function which operates 24/7.
You must be flexible towards working outside of normal office hours, at weekends and during public holidays on an on-call or full working capacity basis as this is likely to be required.
The role would suit a problem solver who likes to get into the detail, a motivated individual with a positive attitude. You will need excellent written and verbal communication skills with an ability to talk to senior leadership as well as non-technical stakeholders. Strong technical skills are important for this role. The successful candidate will be enthusiastic, client focused a self-starter and pride themselves on attention to detail.

• Applying excellent telephone, interpersonal and communication skills as appropriate to discuss incidents and problems in both local and wider business context.
• Quickly and accurately logging all Customer queries and requests on our Incident Management system. This will include queries logged with us by telephone, email or online using our self-service system and carry out all relevant administration activities associated with the role.
• Applying a high level of Technical and Application knowledge to diagnose and resolve customer problems and escalated incidents.
• Regular analysis of ticket trends and deep diving where appropriate to identify customer defects and support costs.
• Monitoring and alerting is prioritized and deployed correctly. Resulting events are reviewed and analyzed for trends.
• Participate in Major Incidents and coordinate both technical leads and customer coms. Prepare incident reports both externally and internally.
• Maintenance of accurate and thorough incident-handling records for knowledge base purposes.
• Liaison and communication with other Totalmobile teams e.g. Sales, Development, Services etc. as appropriate in order to continuously improve our development and delivery products and processes.
• Completion of all relevant records and statistics required for customer reports and internal management reports.
• Provision of onsite assistance when deemed appropriate by Support Manager.
• Listen to Customers concerns and escalate where appropriate.
• Working effectively using own initiative and by drawing on the resources of the team to handle multiple, often conflicting, priorities to ensure that high levels of customer satisfaction are always delivered.
• Contribute to the support of an on-call Rota