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Application Support Analyst at Sorted

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  • Manchester
  • fulltime

At Sorted, we create game-changing delivery management software that sits in online checkouts, warehouses, retailer supply chains and on your smartphone. Our data-driven tech is used by some of the biggest retailers in the UK; we help them serve their global customers, making sure they have delightful delivery experiences.

Now is an exciting time for us, as we expand into new markets and take on the world.

Our tech team is growing – and learning as we go.

Check out our team https://www.youtube.com/watch?v=yHV0Zl17q5E

Requirements

Are you a Service Desk super-hero who loves to deliver amazing levels of service to your Customers? Do you get a kick out of investigating and resolving problems and passing-on your knowledge?

If you’re looking for a role where you can grow beyond the desk and get hands-on with the latest technology, then joining our Global Support Team as a Support Analyst could be the best move you ever make!

The Global Support Team are the first point-of-contact for our Customers and support our mission-critical SaaS platform by proactively identifying and fixing potential issues and delivering Service Improvements. If things go wrong, they restore service quickly and own the identification and remediation of the Root Cause.

If this sounds like your kind of challenge, then you should have experience of the following;

  • You’ll have operated in a Service Desk environment, logging and resolving Incidents and Requests in line with formal SLAs, and communicating directly with Customers via email and telephone.
  • You’ll have great problem-solving skills, an eagerness to learn and the desire to constantly identify ways of improving what we do.
  • You’ll have used a Service Management tool, such as Jira, ZenDesk or ServiceNow, and be familiar with basic ITIL terminology and concepts.
  • You’ll have successfully triaged Application issues to allow you to resolve them yourself, or to quickly identify an appropriate resolver team – i.e. Application 3rd Line or Infrastructure.

It would be amazing if you had the following, but it’s not a requirement for the job;

  • A formal ITIL or SDI Qualification.
  • Experience supporting Customers in a Software-as-a-Service environment.
  • Exposure to Major Incident, Problem or Change Management.
  • Knowledge of Retail, Supply Chain or Logistics operations.
  • Exposure to Microsoft Azure or AWS.

Benefits

  • Very competitive Salary
  • Bonus
  • Pension
  • Share Options
  • On going tech training and development plans
  • 32 days holiday plus your birthday and bank holidays (combined with flexible working)
  • PMI
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