JOB DESCRIPTION

JOB PURPOSE:                  

Thyron Systems is a UK based Company with an established pedigree in the mobile payment sector, specialising in the creation and development of cost effective payment solutions to businesses in the retail, hospitality and transportation Industry.

Located in Watford and exciting opportunity has arisen for an Support Analyst who will provide support and technical assistance of the Thyron range of products and services to both end-users and resellers.  Working within a well established team you will provide 1^st line support talking through how to resolve issues over the telephone.   (Support is being provided to the users of our Credit Card Payment terminals – Full training will be given on our range of products and solutions).

To succeed in this role you must have excellent customer support skills as well as first class communication skills both on the telephone, via email and face to face. 

SKILLS REQUIRED:  

• Ideal candidates will have a minimum of 3 years experience of Technical Support
• (within Payment or Point of Sales industry would is desirable but not essential)
• Knowledge of Wireless Networking (Desirable)
• Strong Microsoft Office Skills.  (Essential)
• I.T. Help desk experience or previous experience in an IT support role.  (Essential)

KEY RESPONSIBILITES:  

• Assist in the day to day management of the Configuration and Customer Support Centre(s).
• Provide support to the end users and to resellers in as timely manner as possible following through to completion at all times whilst keeping all parties informed on progress.
• Assisting and look for ways to resolve and progress support needed by:
  - collaborating with the Lead Support Analyst and if required the Operations Manager to resolve any problems that arise.
• Log all calls received and associated activities on the internal database Protean ensuring accurate records are maintained at all times.
• Provide out of hours cover as per an agree rota.  (8 a.m. to 11 p.m. Mon-Sat, 9 a.m. to 5 p.m. Sundays and Bank Holidays (except Christmas Day).  Rota is currently shared between 5 Support Analysts so usually individuals are on call at the weekends 1 week in 5.
• Liaise between customers and internal departments to ensure customer queries are dealt with effectively and promptly.
• Ensure internal and external support documentation is kept up to date and FAQ documentation is created and added to.  Look for ways to enhance documentation (product manuals and service logs etc) by anticipating user needs. 
• Produce weekly analysis reports from the Configuration and Support Centre(s) and ensure that the Company’s objectives are fully met.
• Assist Operations Manager in product quality improvements and suggest ways to improve and promote the Thyron range of products.
• Support and work closely with the other Support Analysts ensuring that ongoing customer support issues are handed over effectively and followed through at end of shift.
• Where identified provide training and project assistance to customers, partners and internal departments on appropriate topics relating to Operations.
• Provide technical input for new Thyron products and projects.
• Attend Company meetings as and when required.
• Be available to attend end-user sites as and when required.
• Provide a weekly activity report highlighting areas where improvements/assistance is required.
• Constantly look for revenue opportunities and pass these ideas to the Lead Support Analyst or the Operations Manager.
• Liaise between customers and internal departments to ensure customer queries are dealt with effectively and promptly.  Work with other departments to review standards and identify improvements and implement as appropriate.
• Contribute to the Company’s technical library to ensure that all documents are kept up to date.

OTHER REQUIREMENTS:  

• The ability to rapidly develop an in-depth understanding of Thyron’s products and how they function.
• Excellent communication skills – be able to demonstrate the ability to adapt style to customers – talking through issues and instructions without using I.T. Jargon etc.
• Good report writing skills – ability to produce concise and clear reports to a high standard.
• Good project management skills and ability to prioritise and organise own work to complete tasks.
• Customer services orientated – Be able to demonstrate a strong awareness of customers both internally and externally.  Able to demonstrate the ability to deal with and anticipate customers needs and act accordingly whilst always keeping them up to date and in a timely manner.
• Strong analytical skills – ability to break down problems and identify workable solutions.
• Flexible approach to work with a can do approach.
• Able to commit to working hours based on rota.  (Hours to be covered:   8 a.m. to 11 p.m. Mon-Sat, Sundays and Bank Holidays (except Christmas Day)).   Split between being in the Office and On-call at home etc.  For this ideally candidates will need to be self disciplined and motivated with the mindset to work at home and be on call when necessary.

 To apply for this role you must have/be able to: 

To apply for this role please email your CV and covering letter to This e-mail address is being protected from spambots. You need JavaScript enabled to view it