Graduate Customer and Technical Analyst

Auto.Works is seeking a proactive and adaptable individual to join our growing team in a hybrid Customer Support and Business Analysis role.This position sits at the intersection of customer success, product development, and technology, offering exposure to both business and technical domains.You will play a key role in understanding customer workflows, identifying opportunities for improvement, and translating these into structured requirements that support product evolution.Alongside this, you will provide hands-on technical support, ensuring customers successfully adopt and use the platform.This is an ideal opportunity for someone who wants to develop into a Business Analyst, Technical Analyst, or Product-focused role.

Graduate Customer & Technical Analyst Responsibilities:

· Engage directly with customers to understand their operational workflows, processes, and objectives.

· Elicit, analyse, and document business requirements using structured approaches.

· Create clear documentation such as user stories, use cases, process maps, and requirement briefs.

· Identify inefficiencies and recommend process improvements aligned with customer and business goals.

· Support backlog creation and prioritisation by articulating business value and impact.

· Ensure alignment between customer expectations and delivered solutions.

· Technical Business Analysis Responsibilities

· Translate business requirements into functional and technical specifications.

· Work closely with engineering and product teams to clarify requirements and validate solutions.

· Assist in defining acceptance criteria and supporting testing activities.

· Investigate system behaviours, integrations, and data flows to support issue resolution.

· Contribute to documenting system architecture, workflows, and integration points.

· Support analysis of APIs, configurations, and technical dependencies where relevant.

Technical Support Responsibilities

· Provide first-line and second-line support to customers using the Auto.Works platform.

· Diagnose and troubleshoot technical issues across configurations, workflows, and integrations.

· Work collaboratively with internal teams to resolve complex issues.

· Maintain accurate records of issues, root causes, and resolutions.

· Continuously identify recurring issues and contribute to long-term fixes and improvements.

Customer Engagement

· Act as a trusted point of contact for customers throughout onboarding and ongoing usage.

· Deliver training sessions, onboarding support, and product demonstrations.

· Visit customer sites when required to support implementation and troubleshooting.

· Build strong, long-term relationships with customers to understand evolving needs.

Internal Collaboration

· Collaborate closely with product and engineering teams to communicate customer insights.

· Provide structured feedback to influence product roadmap decisions.

· Contribute to improving internal documentation, tools, and processes.

· Support a culture of continuous improvement across customer experience and product delivery.

· Strong communication and stakeholder management skills.

· Analytical mindset with the ability to break down complex problems.

· Ability to gather, structure, and document requirements clearly.

· Interest in technology, systems, and how they support business processes.

· Highly organised with strong attention to detail.

· Self-motivated and comfortable working in a fast-paced environment.

Requirements

· Full UK driving licence.

· Own vehicle and willingness to travel to customer sites.

· Based in the UK with flexibility for occasional UK and international travel.

· Right to work in the UK.

· Basic technical aptitude and willingness to learn.

Desirable Skills

· Exposure to Business Analysis or Technical Business Analysis practices.

· Experience supporting SaaS or software platforms with an understanding of APIs. Integrations or Data Flows

· Familiarity with tools such as Jira, Confluence, or similar.

· Previous customer-facing experience.

Career Development & Growth

· This role offers a strong foundation for progression into Business Analysis, Technical Analysis, or Product Management roles.

· You will gain hands-on experience working with real customer requirements and live systems.

· Opportunities to develop both technical and business-facing skills in a fast-growing company.

Job Types: Full-time, Permanent

Pay: £28,000.00-£32,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Health & wellbeing programme
• Life insurance
• Referral programme