Due to expansion of our support department, we have a vacancy for a Frontline Connect Support Analyst to join our team. The SOS Support team operates as a remote helpdesk to all our clients using SOS software

About the Role

  • Assisting our clients to use SOS Connect through phone and email support. 
  • Actioning inbound and outbound support requests through Footprints ticketing system. 
  • Develop in depth knowledge of SOS software and systems and collaborate with escalations to 2nd line Scripting Support and the Development team to deliver improved software service.
  • Conduct remote trouble shooting sessions with clients to provide detailed information. 
  • Support both internal teams and our customers with HelpDesk enquiries. 
  • Meeting operational KPIs including: Customer Satisfaction, Response Time (RT), First Contact Resolution (FCR) & Average Handling Time (AHT). 
  • Recording detailed information for all calls including those requiring further escalation, including step-by-step reproduction of the issue. 
  • Maintaining up-to-date knowledge of SOS products and services. 
  • Attending all Learning & Development training sessions. 
  • Communicating promptly,


About You

We are looking for an ambitious support analyst that will support our clients through system navigation and troubleshooting of issues. This role would ideally suit a computer science​ graduate or BTEC Diploma (Level 3) or equivalent looking to get into an entry level position. 


General Circumstances

The position of Business Development Manager is based in Bath or home based following probation, however a considerable amount of time will be spent visiting prospective client’s sites in England, Wales, Scotland and occasionally Northern Ireland.

Normal office hours are 9.00am – 5.30pm Monday to Friday however the nature of this role means that there will be many occasions when you will be expected to work outside of these normal hours and usual flexibility of a sales role is required.


How to apply

Fill in the form below or you can email your CV and current salary details to Michelle Perkins, HR officer, stating the ref no. of the role or roles you are applying for.

Apply for this position