Application Support Analyst - Kagool

Application Support Analyst

Think Different? Act Different? Join Different.

We're growing. Why? Because we love what we do, clients like working with us and the chances are so will you.

We’re growing and we’re looking for a support analyst to join us. We’ve got some exciting opportunities to be a part of our expanding support team. You’ll play a key role in building relationships with clients.

Do you have experience of working under pressure in a customer service type role? Or maybe you have experience in a support analyst role. But you’ll have a basic understanding of the web and how it works.

Here’s what you’ll be doing…

  • Being the first point of contact for our clients – understanding the exact issue and advising how best you can help them
  • Initially triaging tickets that come into the support desk, updating and responding to clients on a regular basis
  • Managing the day to day needs of the client from a support and release management perspective
  • Building and maintaining the relationship between Delete/Kagool and the client
  • Working with developers to prioritise the work for the day. And liaising with the account managers on issues that come up
  • Working under pressure and within time constraints determined by SLA’s
  • Being able to decide if an issue can be solved within your skill set. And knowing when to escalate the issue internally to the right person
  • Investigating issues by asking the right questions to get the right solutions
  • Understanding the needs of the client by conducting reviews on status of work on a weekly basis, which means that you’ll be preparing and writing reports
  • Taking responsibility for the life cycle of a support issue from start to finish
  • Owning the relationship between you and the client. But also owning the incidents and issues that arise
  • Learning to understand how Sitecore works and be able to apply the knowledge to situations where the client is having difficulty
  • Learning to deploy / restart servers and complete other tasks that are documented and repeatable

Are you?

  • Not allergic to technology, a bit tech savvy and have an understanding of or have dabbled in technology
  • Analytical in thinking, proactive and have a strong personality
  • Relaxed and calm in a professional manner
  • Have a good sense of humour, curious nature and a desire to solve problems
  • Good writing skills. You’ll be writing release notes, route cause, SDR’s and reports, so some good experience of working with Microsoft Office, including Excel and Word
  • A team player
  • Know about content management systems (CMS), website structures and Microsoft IIS. BUT these aren’t essential. They’d be nice to haves!

We love what we do and we’re looking for someone with the right attitude, confidence to dazzle and support our clients but also who takes pride in their work. And if you’ve got a bit of flare and pizzazz, that wouldn’t go amiss. Our team is diverse and we offer opportunities to grow and develop your skills. In return we’ll give you the support you need to get the job done, great work atmosphere, team environment, excellent benefits and even the odd cake and donut.

Currently all working remotely, as a business we operate a balance of working from home and office and your office location could be in one of our UK offices, Cardiff, Leeds, London, or Manchester.  We’re offering the opportunity to work flexibly, you choose where you want to work – at home or the office, whatever you feel comfortable with.

Delete/Kagool is an award-winning digital agency and top tier, Sitecore Platinum Partner. We are also Kentico and InCrowd DXP specialists. We have offices in London, Leeds, Manchester and Cardiff. We have more than 150 digital specialists in-house, including 30-strong team of Sitecore developers (six of whom are Sitecore MVPs), visual and UX designers, digital marketers, SEO and digital strategists.

We unify the real and digital worlds by creating great experiences that matter to people in their daily lives. We offer a seamless blend of product, technology and performance services. Our specialist teams work in unity with our clients to deliver digital change at scale. We are famous for our work with leading brands including The Open, NTT, Royal Canin, Welsh Water and Southampton FC.