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Support Analyst

Location: WIMBLEDON, LONDON Salary: 20000.00 - 25000.00 GBP Per Annum
Sector: Technology Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: 12 months ago Reference: 3159715
The company develops and markets the powerful cloud video platform, Forscene, which is used by broadcasters and content producers in the creation of entertainment television, sports, news and in education. Forbidden is on a path of fast growth that could lead to further career opportunities.

The platform also supports one of the world’s most advanced browser-based and mobile applications. HD Live is the company's consumer video social network and is built using this same technology. Cut & Share is an online video editor which is changing the way consumers edit video around the world.

The apps are based on the patented technology underpinning the company’s professional service. Simply put, our goal is to own a significant portion of the sports post production market globally.

Our clients include Gfinity, BBC, All3Media, Envy, Evolutions, Studio Lambert, Wall to Wall, Raw TV, Deltatre, IMG and many others.

The Support Analyst will play an important role in delivering direct first line support across all brands and help define best practice procedures and processes.

The specific responsibilities of the Support Analyst are to:

Manage the client support relationships ensuring all information is clear and accurate
Provide first-line customer support (primarily via built in UI chat, phone and email), against the background of the scope of client contracts and the clients’ issues
Where necessary, document and escalate issues to second and third line resources
Follow up and ensure clients are up-to-date as to the progress of their raised issue
Use and when appropriate own the internal support tools to track, update and communicate information about client issues
Assist and engage with product testing
Contribute to and participate in the on-going development of the company’s support material (includes FAQs, manuals, video resources, etc.)
The Support Analyst reports to the Support Manager, and in turn, the Support Team reports to the Head of Operations. The Support team works primarily in the UK time zone but also globally, as part of our growing network providing support to clients in other time zones through live monitoring of remote facilities, equipment and software.

Your working hours will typically be 9.00 to 5.30 although, because of the global nature of the role, one-off or short-term changes to accommodate clients in different time zones will be necessary.

The ideal recruit will take pride in our products, will welcome the opportunity to interact with our clients verbally and in writing and will enjoy solving clients’ problems, providing solutions and increasing their understanding and use of the products functionality.

You will be used to working in a dynamic environment providing sympathetic, client-focused user support.

You will be clear, structured and accurate in your verbal and written communications and will be comfortable using them with clients. Attention to detail together with the ability to stay focused, to prioritise your tasks and to keep the overview even during stressful periods are essential .

We're looking for a self-starter who can comfortably take a brief from a variety of sources, collate information gathered, and present options as to a way forward.

A love of all things video will be favoured, as will candidates with a solid IT background and understanding of networking.

Salary: upto £25,000 depending on experience.

Share Options
Private health insurance
Private dental insurance
Holiday 25 days, plus bank holidays
Job Type: Full-time

Required experience:

providing technical support to broadcast or IT soluitons: 1 year

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