The Technical Support Analyst is responsible for providing exceptional technical support to customers, performing remote troubleshooting, accurately diagnosing reported issues, and maintaining high first-time fix rates. This role is crucial for ensuring customer satisfaction and supporting the company's mission of making a positive impact on customers and colleagues.

Roles and Responsibilities

• Work with clients to debug and reproduce problems associated with Kyloe products and customizations.
• Handle support requests in Jira Service Desk.
• Guide clients through a series of actions to help set up systems or resolve issues.
• Own and manage customer issues and tickets through to resolution and customer satisfaction.
• Respond within agreed time limits.
• Triage incoming calls and tickets.
• Ensure support tickets have regular and efficient updates.
• Ensure internal systems are kept up to date.
• Stay up to date with technologies necessary to deliver client projects, including changes to the Bullhorn CRM.
• Confirm and report defects to the Software Development team.
• Prioritize and manage multiple open cases simultaneously.
• Establish and maintain a good working relationship with customers and colleagues.
• Create, review, and edit ‘How-to’ and technical documentation for the internal knowledge base.
• Provide support to managers, team members, and other colleagues to ensure departmental service levels are met.
• Communicate cross-functionally with other areas of the company to meet customer expectations.

Skills and Knowledge

• Interest/experience in using web programming languages such as HTML and CSS.
• Knowledge of Microsoft Office
• Interest/experience in using Chrome Developer Tools or similar.
• Keen eye for detail and accuracy.
• Confident communicator at all levels, comfortable talking with clients globally.
• Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish the problem and explain the solution.
• Strong problem-solving skills with the ability to identify issues and deliver effective solutions.
• Ability to distil information clearly and concisely, minimizing technical jargon.
• Ability to prioritize workload effectively.
• Drive to ensure quick resolution times.
• Ability to positively contribute to the team.

About Kyloe

Kyloe Partners are recruitment software experts. We are what's known as a marketplace partner with recruitment platform Bullhorn. We offer pre-built products and custom solutions to help our clients get more out of their recruitment software. Technology is at the core of what we do. We’re deeply committed to building software that will change the recruitment tech industry for the better and are equally dedicated to building an inclusive culture of highly motivated individuals who create a positive and supportive environment together. We invest in our culture and support our employees so they can do their best work. Since being established in 2015, our team have grown with a presence in the UK, US, and Australia, and have helped upwards of 400 clients across the globe achieve their goals. The values that make a Kyloevian We look for these values in all our team members: positivity, accountability, caring, inclusivity, responsibility. Learn more about our values here.

Equal Opportunity Statement

We’re proud of our people that deepen our culture of uniqueness, inclusivity, and empowerment. Kyloe is an Equal Opportunity Employer. We respect and support an inclusive workplace diverse in thought, perspective, and culture. We celebrate all team members regardless of gender/identity, sexual orientation, race or cultural background, religion, physical disability, and age. We are better together.