Technical Support Analyst

• 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

Technologies:

• Support
• Microsoft 365
• SQL
• Office 365

More:

We are a growing SaaS business with a well-established customer base across the UK, and we are expanding our customer support function. This is a hybrid role based in Norwich with a 35-hour working week, 5-10% annual bonus, 20 days holiday plus Bank Holidays, free parking, ongoing training and career development opportunities, and a supportive, collaborative team environment. The role also includes occasional travel to our London office, customer sites and industry events, along with a 1 in 4 Saturday morning on-call rota with time back in lieu.

• 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