> Markdown version of [/jobs/ext/3882770-software-support-analyst](https://www.wearedevelopers.com/jobs/ext/3882770-software-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Software Support Analyst

- **Company:** Velociti Solutions
- **Location:** Sheffield, UK
- **Salary:** £27,880.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Zendesk
- **Published:** October 23, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5938182271

## About the Role

* Customer-focused mindset with commitment to understanding customer needs, delivering excellent service, and handling requests with patience and empathy

 * Demonstrated ability to work to tight deadlines, managing multiple concurrent activities and reprioritising as needed
 * Strong problem-solving skills with ability to investigate issues systematically and identify root causes
 * Strong attention to detail with evidence of careful, methodical work in support environments
 * Excellent communication skills, particularly the ability to explain technical concepts in clear, non-technical language to customers
 * Strong team player who works collaboratively with colleagues across functions, and is willing to support colleagues where needed
 * Experience providing first or second-line technical support, with proven track record of resolving customer issues would be an advantage.
 * Experience with customer support ticketing systems and knowledge base systems would be an advantage (Zendesk experience highly valued).
 * Experience/ interest in public transport would be an advantage.

## Description

This role provides the frontline of our customer support operation. You will provide first and second line customer support, serving as the initial point of contact for customer enquiries via phone, email, and self-service channels.

Your role is to listen carefully to customer needs, provide product and service expertise, resolve issues efficiently, and escalate appropriately when needed. You will maintain the highest standards of customer service through clear communication, thorough troubleshooting and a commitment to customer satisfaction., * Act as the first point of contact for all customer enquiries and issues raised by phone, email and via our Customer Self Service Portal

 * Triage and troubleshoot queries and, if required, work in conjunction with various departments to investigate and resolve issues
 * Proactively manage your workload and re-prioritise tickets and tasks based on new issues logged
 * Ensure support tickets are completed within defined customer Service Level Agreements
 * Escalate issues that cannot be resolved as required
 * Input details of support tickets into Velociti's customer support tracking software (Zendesk)
 * Document troubleshooting and problem resolution steps and write knowledgebase articles for recurring support requests
 * Provide excellent customer service by always putting the customer first and handle all requests and questions with patience and empathy.
 * Maintain an up-to-date working knowledge of Velociti's products and services and deliver training sessions on Velociti products to colleagues
 * Take a proactive approach to addressing support calls and identification of repeat issues
 * Communicate effectively with other departments teams as required.
 * Undertake any additional duties as reasonably required.