Technical Support Analyst
Our client is a growing UK Software product company providing workforce management software to 100’s of customers across the UK. They're investing in the maturity of their support function and are looking for a Technical Support Analyst (1st line / Service Management) to help shape how they deliver service, working closely with Product and Engineering.
Location: Banbury, but work from home & remote available. Good commutes form Rugby, Oxford, Coventry, Leamington Spa, Northampton, Milton Keynes, etc Salary: £35,000 to £40,000 basic plus benefits. Working arrangement: hybrid, with core weekday hours and a weekend support rota every 4-6 weeks (additional compensation applies).
What you'll be doing- Work the front line alongside the support team, triaging tickets and resolving customer issues within SLA.
- Own the lifecycle of significant incidents, from triage through to resolution and post-incident review.
- Build a lightweight problem management practice, driving root-cause analysis with Engineering.
- Act as the bridge between Customer Success, Product and Engineering during escalations.
- Improve ticketing tools, workflows and reporting to strengthen the wider support function.
- Coach support agents on troubleshooting technique and customer communication.
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