Technical Support Analyst

Our ONE platform is a cloud-based SaaS solution used by energy companies to improve operational integrity, inspections, compliance and asset management workflows. Due to continued growth and increasing customer adoption, we are looking to expand our support team with an experienced and customer-focused Technical Support Analyst.

This role is ideal for someone with strong SaaS, application support or customer support experience who enjoys helping customers, solving problems, delivering onboarding and training, and producing high-quality documentation.

This is not a traditional desktop IT support role and does not involve hardware troubleshooting or internal infrastructure support.

About the Role

You will join a collaborative support team and play an important role in supporting enterprise customers using the ONE platform.

The role combines:

• software/application support,
• customer onboarding,
• user training,
• mobile application support,
• documentation creation.

You will work closely with customers and internal teams to ensure users receive professional, responsive and high-quality support.

Key Responsibilities

• Provide 1st line support for customers using the ONE platform
• Manage and prioritise support tickets using Zendesk
• Assist with customer onboarding and user training sessions
• Support users of mobile and cloud-based applications
• Troubleshoot and resolve customer issues in a professional and timely manner
• Create and maintain user guides, onboarding documentation and training materials
• Work closely with internal teams including product development and operations
• Maintain accurate support records and ticket documentation
• Deliver clear and professional communication to enterprise customers

Do you have experience in Technical support?, * Proven experience within a Helpdesk, SaaS Support, Application Support or Customer Support role

• Experience using ticketing systems such as Zendesk
• Excellent written and verbal English communication skills
• Strong customer service and problem-solving abilities
• Good working knowledge of Microsoft Office applications including Word and Excel
• Ability to produce clear and professional user documentation
• Comfortable delivering onboarding and user training
• Strong organisational skills and attention to detail
• Right to work in the UK

Desirable Skills

• Experience using JIRA or similar project management tools
• Mobile application support experience
• Experience working with enterprise or B2B customers
• Energy, engineering, Oil & Gas or Renewable sector experience, As this role involves customer communication, onboarding and documentation, the interview process will include short written and verbal communication exercises relevant to the position., * your experience within SaaS, application or customer support,
• your experience using Zendesk or similar platforms,
• and why you feel you would be a good fit for the role.

Pulled from the full job description

• Employee stock ownership plan
• Company pension
• Casual dress
• Cycle to work scheme, * Monday to Friday working hours
• No shift work or on-call requirements
• 29 days holiday plus 4 public holidays
• Pension contribution
• Opportunity to work within a growing specialist software company
• Collaborative and supportive team environment
• Exposure to enterprise customers across the global energy sector, If you are a customer-focused support professional looking to join a growing SaaS company with a collaborative culture and strong work/life balance, we would love to hear from you.

Please note that this position is only eligible to candidates who are currently based in the UK, with the right to work in the UK and does not support any work visa requirements. Any candidates who do not meet this criteria will be declined by default.

We are a small independent company and will not work with Agencies orRecruitment companies to source staff. We hire directly.

Pay: £32,000.00-£38,000.00 per year

IQ Integrity is a growing UK software company delivering specialist Asset Integrity Management solutions to enterprise customers across the Oil & Gas and Renewable Energy sectors.