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2nd Line Support Analyst - CRM

£24000 - £30000 per annum + Excellent Benefits
Apply2019-10-17 11:57:552020-07-04GCS Recruitment

2nd Line Support Analyst - CRM

Date posted: October 17, 2019
£24000 - £30000 per annum + Excellent Benefits
Reading, Thames Valley
Job description

2nd Line Support Analyst - CRM

CRM, Software Support, Scripting, SQL, PHP etc.

Location: Reading

Salary: £24,000 - £30,000 + Bonus, Benefits & Progression

Currently seeking a bright and enthusiastic 2nd Line Support Analyst to join a dynamic Software Company in Reading.

You will be responsible for ensuring all customers receive high quality customer support and maximise the value they derive from my clients "cloud" solutions. Day to day activities will include answering customers support enquiries, managing support cases and working with the development and operations teams to improve the quality of customer services and products.


  • To provide 2nd line support to the 1st Line Support Analysts on the support desk.
  • To manage customer expectations to ensure all cases are dealt with promptly, ensuring customers' expectations are met and where possible exceeded.
  • Understanding & Managing customer issues and troubleshooting their problems
  • Build good working relationships with customers and other members of the team
  • Configure working demos for prospects based on requirements

Experience & Skills

  • Technically competent (CRM, SQL, PHP)
  • Experience in a Customer Support role (ideally at least 1 year in an IT related environment)
  • Experience of CRM and Business Application deployments.
  • Experience of a major CRM system such as, Netsuite, Microsoft Dynamics or SAP Business by Design.
  • Experience with relationship databases.
  • 2:1 Degree and above (Maths/Science, Computer Science or Business Management)

GCS Computer Recruitment Services is acting as an Employment Agency in relation to this vacancy.

Reference: SuppCRM_1571309874

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