Elected Technologies Limited

About Us
Elected Technologies Limited is a global leader in digital workflow solutions, specialising in creating caseworker management systems tailored for parliaments and their elected officials.

Our Mission
At Elected Technologies, our mission is to provide effective tools that streamline workflows, simplify tasks, and enhance data context. By centralising all business interactions—whether with customers or among colleagues—we create clarity in your processes, making it easy to track completed actions and identify upcoming tasks.

Purpose of the Role
Work alongside one other Application Support analyst and the Customer Engagement and Success Manager to support global users of the CaseWorker MP and CaseWorker.gov customers.

Processing and coordinating appropriate and timely responses to user IT incidents, service requests and queries. Where necessary fixing issues, providing services, identifying training opportunities, new business, liaising with internal team members for resolution when appropriate, monitoring and keeping users appraised of progress.

Provide first/second line support, including all contacts via phone and via a Service Desk portal.

Job details

Supporting CaseWorker users with IT issues
Respond to and resolve first/second line end user support queries by email and telephone
Troubleshoot and reproduce user issues in order to appropriately escalate to other parts of the business

Ensure an accurate record of support queries and customer details is kept in CRM system

Correctly prioritise queries and raise second line support tickets and ensure they are tracked to resolution and the user is kept notified
Ensure response and resolution time KPIs are met
Use internal tools to provision and configure new customer accounts based on documentation produced by our new customer discovery process or customer sign-ups
Participate in internal support meetings
Deliver product training or demonstrations to customers if required by management
Support the product team with application and bug fix testing