Position: Support Analyst

Location: US Based (Remote)

Type: Permanent

About us:

We’re a friendly team of experts, optimists, big-thinkers and problem-solvers, and are lucky enough to work with some of the largest and most successful companies in the world. myairops is a leading SaaS provider to the aviation industry with customers across the globe with diverse challenges including corporate flight departments, charter brokers, medical providers, military and business aviation operators.

More about the role:

The Support Analyst plays a key role within our Customer Success Department. This role centres around logging and categorising Incidents and Requests, and crucially progressing these through to completion, including working with colleagues across the business.

The role also involves technical capabilities in terms of writing reports, SQL scripting skills and an understanding of supporting cloud software delivered as SaaS.

Primary Responsibilities include, but are not limited to:

• Handing customer faults and requests through to completion, via various means (portal, telephone, email and remote support); this means logging and categorising Incidents and Requests in the myairops ITSM tool
• Providing technical support to end users as well as being confident in the escalation of issues, as well as consulting with the software engineering team for issue resolution
• Building and creating reports in SSRS, as well as executing scripts in SQL for analysing data in the context of technical issues
• Creating documentation, processes and recording knowledge. Ensuring that the team captures key info to prevent recurrence and improve the overall customer experience.
• Work closely with the wider team, ensuring focus is maintained on continuous improvement activities regarding reporting and data, and this extends to recording application defects with the engineering team

Skills, Qualifications and Experience required:

Essential:

• Experience managing and resolving support requests for external B2B customers.
• Proficient in technical troubleshooting and problem solving.
• Basic level knowledge of SQL
• Excellent written and oral communication skills (across both technical and non-technical scenarios)
• Interpret complex information and adjust explanations appropriately for the audience.
• Ability to demonstrate effective communication across both organisational and technical stakeholders.
• Ability to manage multiple tasks, utilising effective time management & prioritising skills.
• Able to proactively manage and anticipate potential issues and risks.
• Demonstrate ability to ask the right questions to understand and manage challenges, whilst also learning.

Advantageous:

• Experience managing and resolving application support requests for external B2B customers.
• Ability to plan, design, manage, execute reports, using appropriate tools and techniques.
• Intermediate level knowledge of SQL
• Demonstrable experience in using an IT Service Management tool for managing Incidents and Requests (e.g ZenDesk, ServiceNow or FreshDesk).