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Technical Support Analyst - Malvern

Technical Support Analyst Based in Malvern Salary: £20,000 - £25,000 Bonus Structure: £2,000 bonus based on performance About us Keynetics is an established, yet rapidly expanding technology company providing access solutions within both the Facility Management and Social Care industries. We have a growing customer base consisting of Security Management organisations, Banks and Local Authorities; as well as clients within the Commercial Real Estate and Facility Management arenas. Our team are our most valuable asset. We believe in recognising and rewarding individuals based on their efforts, commitment and value to the company. Additionally, we believe that continual learning and development is essential; we provide extensive high quality training and development opportunities to all members of the team. As a Technical Support Analyst, you will be a customer-oriented, technical representative who will provide our clients with exceptional customer service, providing end users with support and assistance with all technical queries regarding our electro-mechanical device, apps and web platforms. You will also be liaising with the development team to provide product and services information and support in the resolution of any emerging problems that clients might face with accuracy and efficiency. This is both an instrumental and influential position regarding the development of the system; that will suit a technically minded, detail focused, efficient problem solver with the desire to progress their career and aspirations to eventually manage a team of their own. Your responsibilities as Technical Support Analyst will include: Providing world class customer service and product support

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Serve as a technical system and product expert for the Keynetics UK-based team

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Receive technical support requests, analyse and resolve requests in a timely manner

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Provide accurate and detailed information to all correspondence

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Provide post resolution follow up to check in and ensure issue resolution and world class service

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Understand the system details and communicate to respond to questions from customers, employees and product development team in US

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Keep records of internal and external customer interactions and prioritise in the ticketing system

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Follow up on outstanding issues regularly to drive product resolution

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Meet first call resolution goals established for request received

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Receive and process requests from the Keynetics team for new customer setup, existing customer modification or updates

Serving as a technical liaison between internal and external customers

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Proactively collaborate with product team members in US and employees to understand technical issues, gather product feedback and build strong, productive internal and external customer relationships

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Disassemble lockboxes to diagnose basic product issues

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Participate in daily product meetings to represent the Keynetics team’s experiences with the product providing insights into production use

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Attend product meetings in order to be knowledgeable to communicate when necessary the product plans, roadmap, issues and product status

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Regular and proactive product communications with Keynetics staff and product development team to present and share relevant information

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Participate in product testing to possess the necessary knowledge of new or corrected features for the Keynetics team

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Perform basic electronics repair

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Diagnose product problems and report issues to US based engineering and technology team when issues need to be escalated

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Train on product installation for customer field technicians or to internal team members

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Periodically, travel to investigate product issues in the field

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Interface with customers to explain issues and plan for resolution

Other duties as assigned

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Participate in projects assigned by manager

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Maintain and follow ISO standards

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Seek out and complete appropriate training, development and research

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Knowledge of department processes

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Support the mission and goals of the company

Minimum Qualifications

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Must have a valid UK Driving License

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2+ years experience in a technical support role

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1+ years of experience in support and troubleshooting mobile devices running Apple iOS & Android mobile operating systems

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1+ year experience working with a ticketing system such as Redmine

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Degree level education in technical field

Company Benefits

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Salary - £20,000 - £25,000

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Bonus Structure - £2,000 bonus based on performance

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Extensive learning and development opportunities

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Excellent company Pension Scheme

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