Technical Support Analyst

Technical Support Analyst

Norwich (Hybrid) 31,000 + Bonus

I'm delighted to be exclusively partnering with a growing SaaS business as they continue to expand their customer support function. This is an excellent opportunity for a personable and technically minded support professional who enjoys solving problems, delivering exceptional customer service and helping customers get the very best from software solutions.

Working within a collaborative team, you'll support customers throughout their journey, from onboarding and training through to ongoing technical support, troubleshooting and product adoption. This role offers a 35-hour working week, hybrid working, and the opportunity to join a well-established software business with an impressive customer base across the UK.

Key Responsibilities

• Provide 1st and 2nd line support for a SaaS software platform
• Manage and resolve customer support tickets through to completion
• Investigate, troubleshoot and diagnose technical issues
• Deliver software onboarding, demonstrations and customer training
• Support software installations and system configuration
• Create and maintain customer-facing documentation and knowledge articles
• Build trusted relationships with customers and provide an outstanding support experience
• Identify opportunities to improve products, processes and customer outcomes
• Work closely with colleagues across support and development teams

Experience Required

• Experience in a Technical Support, Application Support, Service Desk or similar role
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication skills
• The ability to explain technical concepts clearly to non-technical users
• Strong customer service and relationship-building skills
• Experience working within a Microsoft 365 environment
• Basic SQL knowledge would be advantageous
• A proactive, organised and customer-focused approach
• Comfortable working independently whilst contributing to a collaborative team

Package & Benefits

• 31,000 salary
• 5-10% annual bonus
• Hybrid working (minimum 2 days per week in the Norwich office)
• 35-hour working week, Monday to Friday
• 1 in 4 Saturday morning on-call rota (with time back in lieu)
• 20 days holiday + Bank Holidays
• Free parking
• Occasional travel to the London office, customer sites and industry events
• Ongoing training and career development opportunities
• Supportive and collaborative team environment

Location

This is a hybrid position requiring attendance at the Norwich office two days per week. Candidates should also be happy to undertake occasional travel to the London office, customer sites and industry events as required.