Claritum is looking for a second line Customer Support Analyst. Assisting our customers with questions and issues related with the Claritum software via phone, email and the support portal.

The successful candidate will be working under a technical lead, but every idea, contribution and opinion that helps us grow and do our work better will be valued.


Duties and Responsibilities


  • Supporting issues and questions related to our Cloud based solution
  • To handle support queries professionally and efficiently, maintaining a high degree of customer service
  • To triage support tickets and take ownership where necessary
  • To be first point of customer escalations
  • To ensure that all SLA’s are met
  • To work effectively and productively with other support members
  • To take ownership of user problems, perform a technical diagnosis and fix the issue or to raise a technical ticket
  • Be able to investigate the issue / gather basic requirements for a change request
  • To liaise with third party software providers for support issues / questions
  • To update the Knowledge Base and Documentation
Essential Skills
  • Strong knowledge of web-based applications and web browsers
  • Customer facing experience
  • Excellent telephone manner
  • Analytical skills
  • Software fault-finding, interface/integration issue investigation and finding alternative solutions to technical Software problems
  • Team player who integrates easily and communicates positively
  • Highly organised – managing workload and delivering effectively and efficiently
Desired Skills
  • Jira tool experience
  • Support Desk experience
  • Experience of writing instructions for users

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