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, Mond...