Technical Support Analyst

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., * 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 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