Customer Service and Implementation - Analyst

Role Summary The role of a Customer Support Analyst is varied. It includes the day-to-day management and resolution of support calls, being involved in customer implementation work and supporting other internal business departments as required. Main Job Tasks and Responsibilities Respond to and follow up customer support calls (1st, 2nd and 3rd line support) Identify, diagnose and resolve customer and project issues / requests Support and be involved in customer project work as needed Update internal systems with regards to work activity and any required documentation Key Tasks To investigate reported incidents/problems with BCP packages To provide help and advice to customers in the use of BCP package software Self-education within required application areas to a high standard To ensure customers are informed of progress on all issues To manage and prioritise own outstanding issues list Application deployment and implementation tasks carried out both remotely and on site Additional Duties Liaise with internal departments to progress projects and or the resolution of customer issues Undertake customer project work under the guidance of project managers and implementers Be required to work on customers’ sites from time to time including but not limited to training sessions and system run throughs Be required to provide out of hours telephone support for customers from time to time Perform other duties from time to time as required Qualifications and experience PC literate with good knowledge of Microsoft Office Problem solving skills Excellent written and verbal communication skills Ability to work in a team and independently Must live within an hour's drive of Stockport Responsible to: Customer Services Manager

Location: Stockport, UK, GB

Posted Date: 9/8/2025