Customer Support Analyst

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As a Client Support Analyst, you will work closely with leading publishers across the world and help them with their queries about the system. You will be responsible for working alongside our team of developers and publishing specialists to progress these queries from initial investigation to resolution whilst building and maintaining strong relationships with our customers. The position would suit a bright and highly motivated candidate ideally with experience in Publishing and the Biblio suite of software. Also with previous experience in a customer facing role, a logical mindset and an enthusiasm for problem solving. The day to day tasks will vary and develop in this role as you build your software knowledge and understanding of the publishing process. Key responsibilities will include:

• Being the first point of contact for our customers and investigating their queries, taking ownership in finding a resolution whilst liaising with colleagues and developers.
• Recording webcasts to demonstrate new features of the software.
• Maintaining online help and training materials.
• Training publishers either face to face or remotely on how to use new features or areas of the system they need further guidance on.
• Supporting other colleagues with new project implementations, becoming the main point of contact for a client, and opportunities to help out with internal IT support queries.
• Contributing to company wide software testing, and therefore learning about new functionality and developments released to our clients in regular updates every six to eight weeks.

Person Specification:

• Tenacity, determination and the character to persevere in finding a solution.
• The ability to learn new software quickly with a combination of “learning on the job” and utilising available training resources.
• A strong eye for detail, the initiative to question ideas and put forward their own suggestions to improve changes to the software.
• Excellent communication skills, an understanding of the audience being spoken to, and ability to adapt and express technical concepts as required.
• A real desire to learn, to become a key member of the team and company alike, and a willingness to grasp all opportunities to help enhance their knowledge.
• A sense of ownership and the ability to work independently using their own initiative as well as part of a close team.

Additional Information: The full time role is currently home based in the UK, with home/office working arrangements to be reviewed once COVID-19 restrictions are eased. Whatever your location, you will be part of our close-knit support team, assisting colleagues and client publishers with a varied range of queries. Virtusales rewards productivity with good pay, excellent conditions and an informal working atmosphere; Virtusales' emphasis is on modern management techniques, a flat hierarchy and flexible working hours to get the very best from our team. Salary: Competitive, dependent on experience plus benefits. Strictly no agencies, please. To apply please send your CV and cover letter to jobs@virtusales.com

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