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26 March 2019

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Senior Support Analyst

The Lead Agency has experienced significant growth over the last year and an opportunity has arisen for a 1st & 2nd Line Support Analyst within our IT Team. This role will be required to triage all incoming software support requests, addressing BAU technical tasks wherever possible and then raising tasks to development teams where further support is required.

The role will be both internal and external client focused and therefore include support and training for external clients using our client software products.

Initially reporting to the Support and Infrastructure team leader, there is the potential this role will evolve into a team leadership role itself as the support function grows.

Responsibilities

Your main daily focus will be as follows:

  • Triage support tickets using the JIRA Helpdesk system
  • Handle incoming client support telephone calls as required
  • Investigate and resolve issues/tasks where possible
  • Escalate complex issues to development teams as required
  • Provide client software training and release support

The Skills

The right candidate needs to demonstrate a clear ability to prioritise work under pressure, manage complex technical tasks and know when to seek assistance. Communication is a key focus and you must be adept at building strong relationships with both internal and external stakeholders and clients.

You will be working in an innovative ‘tech’ environment. The right candidate will demonstrate a passion for technology and be been to learn.

You would ideally have experience/knowledge of:

  • Database querying using SQL Server
  • Triage/Ticket Management
  • General troubleshooting and technical investigation
  • Consulting with business stakeholders and working to tight deadlines
  • External client support and training
  • System configuration and support
  • Excellent communication skills
  • Able to build basic user guides

A ‘can do’ attitude is a must and the successful support analyst will have the opportunity to fast track their career both in terms of knowledge, training and responsibilities.

Who We Are

The Lead Agency is a performance and technology business that helps companies to acquire new customers.

We use our own digital assets, emerging technologies and a unique network of premium UK publishers to find and engage hard-to-reach in-market consumers as they research their next purchase online. Our proprietary lead technology and in-house contact centre teams then process the data we generate – from initial enquiries through to the secure distribution of qualified leads to our clients’ CRM.

We have been in business since 2002 and specialise in automotive and property. Our extensive client list includes BMW, VW Group, Mercedes-Benz, Ford, Hyundai, Yopa and eMoov.

What We Care About

Ambitious businesses need ambitious people – and that’s exactly what we’re looking for at TLA. Our journey – from a start-up business in 2002 to one of the UK’s fastest-growing tech companies – owes a lot to our focus on continuous improvement and striving to be the best that we can be.

We want to grow with people who share that ethos; who can bring something special to the team but have that desire to keep improving. This role is an exciting opportunity to contribute to an award-winning team and fulfil your potential within a growing business.

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