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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Junior Support Analyst - **Company:** Epassi - **Location:** Haywards Heath, UK - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Outlook, Cyber Security, Instant Messaging Technology, Data Logging, Zendesk - **Published:** May 17, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=05c9b35eaceeff88 ## About the Role Do you have experience in Microsoft Word?, * A natural curiosity and a technical mindset - you enjoy figuring out how things work * Confidence in conversation and strong active listening skills * Excellent attention to detail and accuracy when handling data and documentation * An ability to stay organised and calm under pressure in a fast-paced environment * A genuinely customer-centric attitude - you care about the experience you deliver * A collaborative, positive approach and willingness to support the wider team * Customer-facing experience (retail, hospitality, volunteer work) is a strong advantage * Previous experience in a support or help desk role is desirable but not essential Your Language Profile * English - professional working proficiency (essential) Your Track Record * Stepping into your first professional role, or early in your career * Comfortable picking up new software, tools and processes quickly * Confident using Microsoft Outlook, Excel and Word * Basic awareness of GDPR or data-protection principles is a plus * A-Level (or equivalent), relevant vocational or business qualification - nice to have * Any exposure to customer service, administration or training environments is welcome ## Description * Acting as the first point of contact for Zest users via online chat, telephone and Zendesk * Championing the user internally and advocating for the client experience across the business * Providing timely, accurate and empathetic responses to all inbound queries * Managing and progressing allocated tickets, with proactive updates throughout * Liaising with internal teams (Product, Account Management & Project Consultants) to find resolutions * Escalating complex issues appropriately and following through to resolution * Maintaining compliance with data protection, information security and company policies * Handling and classifying all client information responsibly and accurately You'll Be Successful in This Role If You * Consistently resolve tickets within agreed Service Level Agreements (SLAs) * Achieve high client satisfaction scores and receive positive feedback on your interactions * Maintain accurate, well-documented tickets in Zendesk * Build strong working relationships with internal teams * Demonstrate clear growth in product knowledge and support skills within your first six months * Proactively flag recurring issues to drive continuous improvement What You'll Be Doing (Daily) * Monitoring and responding to Zendesk tickets, chat and phone channels * Logging, categorising and updating support cases in Zendesk accurately * Troubleshooting issues with the Zest application and platform, escalating where needed * Staying up to date with known platform issues and upcoming product releases * Contributing to knowledge base articles and internal documentation * Attending team stand-ups and support team meetings * Adhering to coverage requirements for core support hours ## Related Videos - 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