At a Glance
- Tasks: Assist customers with tech issues, ensuring smooth communication and resolution.
- Company: Join a global fintech leader transforming the finance industry.
- Benefits: Enjoy flexible work, health coverage, career development, and competitive pay.
- Other info: Collaborative environment with opportunities for growth and innovation.
- Why this job: Make a real impact by solving customer challenges and driving improvements.
- Qualifications: Experience in customer support or tech roles, strong problem-solving skills required.
The predicted salary is between 31500 - 38500 £ per year.
This is more than a job. It's a chance to build, grow, and make a real impact! Join our team as our new Customer Success Analyst. You'll play a key role in assisting our customers when issues arise, acting as a reliable point of contact throughout the investigation and resolution process. You'll work directly with customers to investigate their challenges, gather information, provide updates, and ensure they are assisted every step of the way.
This is a role for someone who enjoys problem-solving, communicating with customers, and taking ownership of delivering positive outcomes. You'll work closely with Product, Engineering, Support, and Customer Success teams to coordinate the resolution of client-raised issues, identify recurring themes, and help drive continuous improvement. Strong communication skills, attention to detail, and a customer-first mindset are essential, as you'll often be translating complex technical information into clear and meaningful updates that build customer confidence and engagement. You'll also help identify trends, highlight potential risks, and ensure customer concerns are accurately represented internally, helping SBS continually improve the experience we deliver to our clients.
Location: Yate, Bristol Hybrid: Minimum of 2 days in the office per week
Responsibilities
- Client Issue Management: Act as the primary point of contact for assigned customer-raised issues, ensuring concerns are fully understood, appropriately prioritized, and progressed through to resolution.
- Customer Communication: Engage directly with customers via meetings, calls, and written communications, providing timely updates, managing expectations, and maintaining confidence throughout the investigation and resolution process.
- Issue Triage & Prioritization: Assess incoming incidents, defects, service requests, and enhancement requests, ensuring accurate categorization, prioritization, and routing in line with established processes and service levels.
- Investigation & Analysis: Conduct initial investigations into customer issues, gathering evidence, reproducing defects where possible, analyzing data, and coordinating with technical teams to assist in root cause identification.
- Cross-Functional Coordination: Work closely with Product, Engineering, Support, Professional Services, and Customer Success teams to drive issue resolution, remove blockers, and ensure customer commitments are met.
- Customer Advocacy: Champion the voice of the customer internally by ensuring customer concerns, business impacts, and priorities are clearly communicated to delivery and development teams.
- Ticket Tracking & Governance: Maintain accurate records of customer issues, actions, decisions, and progress updates within approved systems, ensuring transparency throughout the ticket lifecycle.
- Trend & Risk Identification: Monitor recurring customer issues and service trends, identifying opportunities for improvement, highlighting potential risks, and escalating concerns where appropriate.
- Knowledge Management: Create and maintain clear customer-facing and internal documentation, including issue summaries, troubleshooting guides, known errors, and resolution communications.
- Testing & Validation Support: Conduct validation activities for defect fixes, enhancements, and releases, working with customers and internal teams to confirm successful resolution before closure.
- Service Improvement: Contribute to continuous improvement initiatives by identifying process efficiencies, improving customer communication practices, and helping enhance overall service quality.
- Customer Success Collaboration: Partner with Customer Success Managers to provide operational insight into customer health, open issues, risks, and emerging concerns that may impact customer satisfaction or retention.
- Travel: Attend customer sites, workshops, and meetings as required to assist in issue resolution, relationship building and service improvement activities.
Qualifications
- Experience in a customer support, customer success, service delivery, business analysis, or client-facing role, preferably within a software, SaaS, or technology environment.
- Strong problem-solving and analytical skills, with the ability to investigate customer issues, identify root causes, and assist in effective resolution.
- Experience working with incident, defect, or service request management processes within a structured environment.
- Ability to communicate technical information in a clear, professional, and customer-friendly manner, adapting communication style for both technical and non-technical audiences.
- Strong customer engagement skills, with experience managing customer expectations and maintaining regular communication throughout issue lifecycles.
- Excellent organizational skills with the ability to manage multiple priorities, coordinate activities across teams, and maintain attention to detail.
- Ability to work collaboratively to drive positive customer outcomes.
- Highly proactive and self-motivated, taking ownership of issues through to conclusion and ensuring agreements are delivered.
- Experience using service management or ticketing tools such as Jira, Easy Vista or similar platforms.
Nice To Have
- Experience working with software testing, defect management, or release validation processes.
- Knowledge about software development and delivery methodologies.
- Experience participating in customer workshops, training sessions or service review meetings.
- Experience working with financial services or regulated industry clients.
Company Overview
At SBS, we’re more than just a technology company, we’re a global fintech partner helping banks and financial institutions transform, innovate, and grow. With over 5,000 employees worldwide and clients in more than 80 countries, our solutions power everything from digital banking and lending to payments and core banking systems. As part of 74Software, we’re backed by a group of leading software companies delivering mission-critical solutions worldwide. Our focus is on delivering long-term value, leveraging cutting-edge technology, and fostering strong client partnerships. Join us and be part of a collaborative, forward-thinking team shaping the future of finance.
Why SBS? At SBS, we’re committed to supporting our employees in every aspect of their lives, from health and wellbeing to financial security and lifestyle perks. We offer benefits that allow you to thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global culture perks.
Equal Opportunity Employer We are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic.
Customer Tech Support Engineer II in Bristol employer: 74Software
At 74Software, we pride ourselves on being an exceptional employer that values diverse perspectives and fosters a collaborative work culture. As a Workday Finance Consultant, you will have the opportunity to make a significant impact while enjoying comprehensive benefits, including health coverage, flexible work arrangements, and career development opportunities. Join us in a dynamic environment where your expertise will be recognised and rewarded, and where you can truly thrive both professionally and personally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Tech Support Engineer II in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 74Software. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 74Software before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Tech Support Engineer II in Bristol
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 74Software:Your cover letter is your chance to shine! Tell us why you want to work at 74Software specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 74Software!
How to prepare for a job interview at 74Software
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
