Business Support Analyst at Zellis – Peterborough (Hybrid)
Job Description
About the role
As a Business Support Analyst your role will involve arranging new installations and upgrades, and scheduling changes for our ResourceLink software customers. Our customer base includes many of the UK and Ireland’s most recognised brands, medium-large organisations across private and public sector. Your role will include scheduling the Zellis technical change team, liaising with external and internal customers via extensive telephone and email communication, maintaining detailed and accurate records in our software systems.
Please note this position is a fixed-term contract covering a period of maternity leave, on a part-time basis (circa 22.5 hours per week). You’ll be based from our Peterborough office, working a a hybrid basis with a mixture of office and home working.
Key responsibilities include:
- Managing change requests and customer administration for Zellis ResourceLink customers.
- Maintaining new and existing customer records via our internal systems.
- Receiving and reviewing service requests received online, via telephone calls and emails from customers regarding requests / updates to their ResourceLink systems.
- Gathering, collating and distributing information to enable system changes, including installations, upgrades and ad-hoc changes by liaising with customers and Zellis personnel.
- Scheduling the Zellis deployment team to perform various technical requests.
- Liaising with customers and colleagues to ensure SLAs and strict timescales are adhered to.
- Liaising with the Zellis financial coordinator as necessary, to ensure revenue can be recognised and invoiced in a timely manner.
- Working closely with other members of the team to ensure appropriate distribution of workload.
- Ensuring appropriate authorisation before making changes to records in Zellis customer systems.
- Assisting the business with general enquiries and providing support as necessary.
Skills & experience
- Excellent administration / coordination skills, with relevant experience in similar roles.
- Experience working with customer support call-logging / ticketing systems.
- Good numeracy with strong verbal and written communication skills to enable you to work effectively with customers.
- Flexible in your approach to work.
- Able to adhere to standard processes but also able to identify opportunities for improvement.
- Well organised, conscientious, with a high level of attention to detail.
- Works well to sometimes very tight timescales in a fast paced environment.
