Support Desk Analyst

Kudos Software develops, sells, installs and supports specialist software products for specific market verticals.

Our customer base spans Charity Retail, Caravan, and Marine sectors — and we're growing.

We build long-term partnerships with our clients, combining deep sector knowledge with a modern, SaaS-first product suite that includes EPOS hardware and integrated card payment services.

This is an exciting time to join Kudos.

You'll be selling technology that genuinely makes a difference to mission-driven organisations, with a proven product, a strong reference base, and real room to grow your earnings.

• Take ownership of customer support issues logged via email and telephone to quickly diagnose and resolve them.
• Strive to meet all SLA’s set with our customers and work under pressure and within strict timescales.
• Always use our knowledge base for a first-time fix for our customers.
• Ensure tickets being passed to second line have sufficient detail.
• Think and operate pro-actively and highlight patterns to avoid reoccurring issues.
• Doing investigative work with customer’s accounts to find the best solution for all parties
• Be keen enough to self-learn aspects of the company product and hardware.
• Have eagerness learn new IT and customer service skills/techniques.
• Utilising several in-house and external systems.

• Excellent customer service skills and customer empathy.
• Strong ability to problem solve and fault find issues.
• Great interpersonal and relationship management skills.
• Possess outstanding communication skills, with the ability to build instant customer rapport.
• Have confidence when being confronted with new systems (we use lots).
• Work closely with other departments to drive continuous improvements.
• Good general IT software and hardware skills to enable both hardware and software support.
• Flexibility on working hours our Service Desk covers 7 days a week supporting our customers. Shift patterns are 5 days out 7 covering hours from 08:00 to 20:00. Example shift times are 08:00-16:00, 08:30-16:30, 09:00-17:00, 10:00-18:00, 12:00-20:00.

#Kudos