Software Support Analyst - 12 ~months Fixed Term

Digital Support Analyst

We're the world's largest independent renewable energy company. We're driven by a simple yet powerful vision: to create a future where everyone has access to affordable, zero carbon energy.

RES is a family with a diverse workforce, and we are dedicated to the personal professional growth of our people, no matter what stage of their career they're at. We can promise you rewarding work which makes a real impact, the chance to learn from inspiring colleagues from across a growing, global network and opportunities to grow personally and professionally.

Our competitive package offers rewards and benefits including pension schemes, flexible working, and top-down emphasis on better work-life balance. We also offer private healthcare, discounted green travel, 25 days holiday with options to buy/sell days, enhanced family leave and four volunteering days per year so you can make a difference somewhere else.

The position is a 12 month fixed term contract.

Accountabilities

Provide Tier 1 user support, face to face, by MS Teams and by email for a range of internally developed applications, platforms, and data acquisition.

Escalation and management of Tier 2 and Tier 3 support issues.

Basic data analysis, network and server troubleshooting to support data coverage issues.

Support the implementation of new wind and solar sites onto the application.

Liaise with third parties, including OEMs and suppliers to resolve data flow issues.

Support the product development team in coordinating testing and resolving database and infrastructure issues.

Familiarity with working with a customer SLA and support metrics.

Keeping users informed on the progress of their ticket resolution.

Project managing the process of resolving complex tickets including coordinating all the teams involved in finding a solution.

Experience in data analytics and complex data queries and translations (ie. SQL, MS Excel) is essential.

Experience resolving issues related to Azure (SQL Server, Data Stores, Databricks, etc.)

Experience managing tickets with ServiceNow or other support ticketing systems.

Skills

Highly proficient verbal and written communication skills in English.

Proficient in the use of MS Office / Sharepoint.

High levels of attention to detail, decision making and organizational skills.

Strong interpersonal and communication skills, with the ability to navigate complex situations and effectively influence at all levels of an organisation.

Analytical mindset with ability to leverage data for decision-making.

Integrity, professionalism, and discretion.

Experience

3-5 years experience working in a Customer Support role for a SaaS product.

Track record of delivering results to customers in a commercial setting.

Demonstrated track record of stakeholder engagement to enable aligned goals.

Experience in fast-paced environments.

Multilingual is a plus, in particular French or Spanish.

Preferred experience of working within a global organization.

Experience of working within the renewables section would be an advantage.

Qualifications

BS or equivalent experience in a technical, data analytics, or related field.