Software Support Analyst

Head of Service Desk

Sheffield Office, Hybrid, minimum of two days per week in the office

37.5 hours per week, core hours 9:30am - 4:00pm Monday to Friday

Velociti Solutions provides innovative digital transformation solutions and specialist consultancy. With deep sector knowledge gained over 30 years, we are trusted by transport authorities, bus operators and rail operators worldwide. Our software spans planning and scheduling, control room and incident management, safety and compliance, customer information and commercial analytics for bus and rail operators, haulage and transport authorities, along with Asset Management.

This role provides the frontline of our customer support operation. You will provide first and second line customer support, serving as the initial point of contact for customer enquiries via phone, email, and self-service channels. Your role is to listen carefully to customer needs, provide product and service expertise, resolve issues efficiently, and elevate appropriately when needed. You will maintain the highest standards of customer service through clear communication, thorough troubleshooting and a commitment to customer satisfaction.

• Act as the first point of contact for all customer enquiries and issues raised by phone, email and via our Customer Self Service Portal
• Triage and troubleshoot queries and, if required, work in conjunction with various departments to investigate and resolve issues Proactively manage your workload and re-prioritise tickets and tasks based on new issues logged
• Ensure support tickets are completed within defined customer Service Level Agreements
• Escalate issues that cannot be resolved as required
• Input details of support tickets into Velociti's customer support tracking software (Zendesk)
• Document troubleshooting and problem resolution steps and write knowledgebase articles for recurring support requests
• Provide excellent customer service by always putting the customer first and handle all requests and questions with patience and empathy.
• Maintain an up-to-date working knowledge of Velociti's products and services and deliver training sessions on Velociti products to colleagues
• Take a proactive approach to addressing support calls and identification of repeat issues
• Communicate effectively with other departments teams as required.
• Undertake any additional duties as reasonably required.
• Customer-focused mindset with commitment to understanding customer needs, delivering excellent service, and handling requests with patience and empathy Demonstrated ability to work to tight deadlines, managing multiple concurrent activities and reprioritising as needed Strong problem-solving skills with ability to investigate issues systematically and identify root causes Strong attention to detail with evidence of careful, methodical work in support environments Excellent communication skills, particularly the ability to explain technical concepts in clear, non-technical language to customers Strong team player who works collaboratively with colleagues across functions, and is willing to support colleagues where needed

• Experience providing first or second-line technical support, with proven track record of resolving customer issues would be an advantage.
• Experience with customer support ticketing systems and knowledge base systems would be an advantage (Zendesk experience highly valued).
• Experience/ interest in public transport would be an advantage.

• Private health care
• Life assurance
• Income protection scheme
• Company pension scheme
• 25 days holiday plus bank holidays
• 3 days paid leave for Christmas period shut-down
• 1 day's paid leave to celebrate birthday
• Hybrid working
• EV car scheme
• Cycle-to-work scheme