Application Support Analyst

Remote, UK
Full Time
Customer Service
Posted on: September 17, 2022

Description

ABOUT US

Sorted is a refreshingly agile and data-driven software company, powering dynamic checkouts, carrier management, delivery tracking and automating returns management around the world. Through partnerships with some of the biggest global carriers and customer-obsessed retailers, Sorted transforms every delivery journey into a 5* customer experience.

Trusted by leading global retailers – such as ASOS, Asda and Lush – Sorted’s delivery experience platform fixes poor delivery choice, broken customer promises and disjointed post-purchase communication to increase customer happiness, drive loyalty and support retail growth.

With software now live in 17 countries, Sorted is recognised as one of fastest growing companies in Europe as named by the FT and one of the UK’s most successful digital businesses by Tech Nation’s Future Fifty, Europe’s leading late-stage growth programme.

We have ambitious plans but a brilliant team of over 100 talented people (and growing) we are confident we’ll achieve these.

Our values guide our decisions, the way we work, our culture and the people we ask to join the team. We work hard, have fun and support each other. We’re not afraid to make mistakes (we’d never learn if we didn’t) and we’re always looking to challenge ourselves. Our style is collaboration based on honesty, transparency and purpose.

And this year we’re proud to have been recognised as one of the top ten most innovative retail technologies in the UK in the BusinessCloud’s RetailTech 50 for 2022! No one likes a show off, but we can’t not shout about this. We’re working hard to make Sorted great; we know the roller coaster will continue, but with great people we think it is an exciting time here at Sorted.

If you’re inspired by what we’re doing, are up for a challenge and share our vision, we’d love to hear from you.

Requirements

ABOUT THE ROLE

With big plans for 2022, we’re on the hunt for an Application Support Analyst. Are you a Service Desk super-hero who loves to deliver amazing levels of service to your customers? Do you get a kick out of investigating and resolving problems and passing-on your knowledge?

If you’re looking for a role where you can grow beyond the desk and get hands-on with the latest technology, then joining our Global Support Team as an Application Support Analyst could be the best move you ever make!

The Global Support Team are the first point-of-contact for our customers and support our mission-critical SaaS platform by proactively identifying and fixing potential issues and delivering Service Improvements. If things go wrong, they restore service quickly and own the identification and remediation of the Root Cause.

The day to day stuff:

No two days are ever the same at Sorted, and your role will be varied and diverse. The pace we move at also means priorities will change, so you’ll need to be comfortable with multitasking and shifting workloads. But when plans shift around, we work together to ensure you have fully support and clarity on expectations and deadlines.

You are a Service Desk super-hero who loves to deliver amazing levels of service to your Customers. You get a kick out of investigating and resolving problems and passing-on your knowledge?

As a key member of the The Global Support Team, you’ll be the first point-of-contact for our Customers and support our mission-critical SaaS platform by proactively identifying and fixing potential issues and delivering Service Improvements. If things go wrong, they restore service quickly and own the identification and remediation of the Root Cause.

ABOUT YOU:

You should apply if:

  • You’ll have operated in a Service Desk environment, logging and resolving Incidents and Requests in line with formal SLAs, and communicating directly with Customers via email and telephone.
  • You’ll have great problem-solving skills, an eagerness to learn and the desire to constantly identify ways of improving what we do.
  • You’ll have used a Service Management tool, such as Jira, ZenDesk or ServiceNow, and be familiar with basic ITIL terminology and concepts.
  • You’ll have successfully triaged Application issues to allow you to resolve them yourself, or to quickly identify an appropriate resolver team – i.e. Application 3rd Line or Infrastructure.

And it would be super great if:

  • A formal ITIL or SDI Qualification.
  • Experience supporting Customers in a Software-as-a-Service environment.
  • Exposure to Major Incident, Problem or Change Management.
  • Knowledge of Retail, Supply Chain or Logistics operations.
  • Exposure to Microsoft Azure or AWS.
  • You know what it’s like to work in a scale up company and love the vibe (and sometimes chaos!)

Benefits

  • WHY YOU’LL LOVE WORKING HERE: Aside from the role, the people, our culture and our mission, we have some other things that make Sorted a pretty awesome place to be. Here’s a few other things that our people love: ● Share our success: we know our success is a credit to our talented and hard-working people, so every Sorted employee has share options ● Develop with Sorted: your development is important to us. Have a goal in mind? Share it with us and you can use your £200 annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally at Sorted too! ● Your well-being matters: Private Health for everyone that works here including optical and dental cover. We also give you Life assurance and everyone has access to our employee assistance programme. ● Generous Holiday allowance: How does 40 days per year sound? How about an extra day for your birthday also? You got it! ● Supporting your family: we offer qualifying Sorted employees of all genders a generous 20 weeks of fully-paid time off to look after their new arrivals ● Work isn’t somewhere where you go, it is something that you do. Our roles are remote first (within the UK), but if you want to come to the office in Manchester or London occasionally, that is also cool. ● Our team: we’re an energetic, sociable and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics Sorted wants applicants from all backgrounds and walks of life, we are an equal opportunity employer committed to creating an inclusive environment. If there is anything you need to help you participate fully in the interview process, we'd like to hear about that too, please just include it in your application. Come join us!

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Application Support Analyst

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