Software Support Analyst

R13 Recruitment are on the search for an IT Software support professional to join a growing tech business during a period of exciting growth. This is a brand-new opportunity to join an established support team due to ongoing growth, providing technical assistance to customers for a bespoke software, supporting clients across the UK.

You’ll be responsible for handling incoming support requests, investigating issues and guiding customers through solutions across phone, email and chat channels. It’s a great opportunity for someone with previous technical support experience who enjoys problem-solving, communicating with customers and developing their technical knowledge within a specialist software environment.

The Company

An established technology business specialising in software solutions, development and technical support. Working with a range of professional services clients, the business combines technical expertise with a strong focus on customer service and long-term relationships.

Your Benefits

• Hybrid working, with three days working from home.
• Two days per week in the office following initial onboarding.
• Initial training and ongoing technical development.
• Opportunity to work closely with an in-house development team.
• Further progression opportunities as your experience develops.
• 25 days holiday + bank holidays + birthday off
• Pension scheme
• Car parking

The Day to Day

• Providing technical support to customers across a specialist software platform.
• Managing incoming queries through phone, email and chat functions.
• Logging, prioritising and resolving support tickets.
• Investigating software issues and identifying appropriate solutions.
• Supporting Microsoft-based systems and Azure environments.
• Explaining information clearly to customers with varying levels of technical knowledge.
• Liaising with internal developers to investigate and resolve more complex issues.
• Carrying out system administration and configuration tasks where required.
• Maintaining accurate records and keeping customers updated.
• Identifying recurring issues and contributing to service improvements.
• Supporting software updates, releases and testing activities.

• At least two years’ experience in a technical support role (software-based).
• Experience supporting software, applications or business systems.
• Knowledge of Microsoft technologies and Azure.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication skills, both written and verbal.
• The ability to explain technical concepts to non-technical users.
• Confidence managing multiple queries and prioritising workloads.
• A customer-focused approach and a genuine interest in helping others.
• Familiarity with ticketing systems such as Halo would be beneficial., * IT Support
• IT Support (Multi-Level)
• Software Support
• Technical Support (IT)