At a Glance
- Tasks: Support internal systems and assist in resolving client queries with a problem-solving mindset.
- Company: Join Allsop, a leader in cloud-based business technology solutions for over 20 years.
- Benefits: Gain hands-on experience, mentorship, and access to personal development resources.
- Other info: Dynamic team culture with opportunities for career progression and skill development.
- Why this job: Make a real impact by improving working lives through innovative technology solutions.
- Qualifications: No formal experience needed; enthusiasm for learning and collaboration is key.
The predicted salary is between 60000 - 80000 £ per year.
Bring curiosity, precision, and a problem-solving mindset to the heart of business operations. As a Support Analyst, your behind-the-scenes work keeps systems running, data flowing, and questions answered, supporting smoother operations and smarter decisions that make working lives better.
We are Allsop, a leading provider of cloud-based business technology solutions for over 20 years. Our mission is simple yet powerful: making working lives better. We achieve this by delivering innovative web and mobile solutions that break through technology barriers and support the real needs of our clients worldwide.
Our core values
- Innovative: We are pioneers, constantly seeking creative solutions to improve our products, processes, and services, making working lives better.
- Helpful: We're always ready to support and assist our clients, colleagues, and partners, going the extra mile to improve their working lives.
- Accountable: We are committed to our responsibilities and take ownership of our actions to deliver high-quality solutions and service, making working lives better.
- Respectful: We treat everyone with courtesy, empathy, and professionalism, building trust and collaboration to enhance working lives.
- Passionate: We bring boundless enthusiasm and dedication to our mission, fully investing ourselves in making working lives better.
Overview of the Role
As a Support Analyst, you’ll help ensure the smooth running of internal systems, support Product Development teams by helping deploy, monitor, and investigate issues with our solutions and liaise with Clients to ensure we are delivering value to their businesses. Your work will contribute to our mission of making working lives better by enabling efficient processes and informed decisions.
You will be part of a collaborative team that supports multiple business functions. Ideal for those early in their career or on a student placement, this role offers hands-on experience, learning opportunities, and the chance to see how technology and data power great service. The role also includes support or mentoring from more experienced team members.
Key Responsibilities
- Support the development and ongoing maintenance of internal business tools and solutions.
- Assist with the maintenance and improvement of the internal case management system.
- Assist with managing user access controls and supporting compliance-related activities across internal systems and tools.
- Help Client Success Representatives resolve issues by conducting technical triage, data investigation, or coordination with developers.
- Investigate and analyse data to support the resolution of customer queries.
- Work closely with project teams to support the design, testing, and rollout of new features and processes.
- Document findings, solutions, and process improvements for knowledge sharing.
- Contribute to cross-functional collaboration by sharing updates and raising operational insights.
- Act as an initial point of triage for incoming client support tickets, ensuring issues are logged accurately, categorised correctly, and prioritised in line with agreed processes.
- Take accountability for acknowledging client queries and providing clear, timely updates during investigation and resolution stages, escalating appropriately where required.
- Coordinate with Client Success Representatives, Operations, and Product Development teams to ensure client impacts are understood and communicated clearly.
- Maintain high-quality written communication in all client-facing updates, ensuring responses are professional, accurate, and aligned with internal service standards.
Technologies & Tools
You will have some familiarity with or be willing to learn:
- Systems & Platforms: Case management systems - Autotask, Microsoft Excel, Azure DevOps, Microsoft Azure, Azure Cosmos, Azure Storage Accounts, Azure SQL Databases.
- Languages & Tools: SQL and Azure Fabric.
- Technical Skills: Ability to read and understand existing codebases to support troubleshooting, analysis, and collaboration with development teams.
- Collaboration & Documentation: Microsoft Teams, SharePoint, Slab.
Behavioural Competencies
- Eager to learn and contribute to team success.
- Analytical thinker with a methodical approach to problem-solving.
- Communicates clearly and asks thoughtful questions.
- Takes initiative and shows curiosity in technical and business areas.
- Works well with others and contributes positively to team culture.
- Manages tasks reliably and follows through on commitments.
- Adaptable and open to receiving feedback.
Experience
- No formal experience required, but some exposure to operations, IT, or business analysis is desirable.
- Suitable for recent graduates, apprentices or students on a placement year.
- Enthusiasm to develop technical and analytical skills.
- Comfortable working collaboratively in an agile environment.
Success Measures
- Timely and accurate support for internal and customer issues.
- Quality and clarity of documentation and communications.
- Responsiveness to requests from Implementation, Operations, and Product Development teams.
- Contributions to improvements in processes and tools.
- Feedback from colleagues on collaboration and support.
- Quality, clarity, and timeliness of client communications during issue acknowledgement, investigation and resolution.
- Effectiveness of initial ticket triage, including accurate categorisation and appropriate escalation or assignment.
Career Development
This role sits within the Operations team and, depending on your interest and development can prepare you for progression into the following:
- QA Analyst or Software Developer.
- Operations Lead.
- Implementation Consultant.
- Lateral move into Client Success, Sales & Marketing.
As the company scales other opportunities may become available. We support growth with:
- Monthly dedicated time for personal development.
- Access to a learning and development hub.
- Encouragement and support for external training and certifications.
Support Analyst in Belfast employer: allsopsoftware
Allsop is an excellent employer for those looking to kickstart their career in technology and client success. With a strong focus on employee growth, the company offers practical learning opportunities and a collaborative work culture that encourages innovation and improvement. Located in a vibrant area, Allsop provides a supportive environment where you can thrive while making a meaningful impact on customer services.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst in Belfast
✨Get to Know the Customer Support Community
Dive into relevant forums and communities like the Customer Support subreddit or platforms like Support Driven. Engaging in discussions and sharing your thoughts can help us spot you when internship opportunities arise!
✨Leverage University Resources
Check out your university’s career services for internship listings specifically in customer support. They often have connections with local companies, and you might even find exclusive opportunities that aren’t posted elsewhere.
✨Showcase Your Problem-Solving Skills
If you’re applying for a customer support internship, prepare to share examples of how you’ve resolved issues in the past. Even if it’s from a group project or helping a friend, being able to illustrate your problem-solving can make you shine!
✨Apply Directly on Our Website
Don’t forget to apply through our website at allsopsoftware for the customer support internship! This often boosts your visibility to our hiring team and shows your genuine interest in joining us.
We think you need these skills to ace Support Analyst in Belfast
Some tips for your application 🫡
Show Your Customer-Centric Attitude:In customer support, your ability to empathise and effectively communicate with customers is key. Make sure your cover letter reflects your enthusiasm for helping others—share any relevant volunteer experiences or informal roles where you've had to assist people or solve their problems.
Highlight Soft Skills That Shine:Alongside your CV, you want to emphasise your soft skills—think communication, patience, and problem-solving. Use specific examples in your application to showcase how you've put these skills into practice, whether in previous jobs, volunteering, or even group projects at uni.
Tailor Your CV to Include Relevant Experience:Your CV should highlight any customer service-related experience you have, even if it was a part-time gig or an internship. It’s not just about the job title; consider detailing how you managed customer inquiries and resolved issues—this is what customer support is all about!
Express Your Eagerness to Learn:As an intern, you're here to learn, right? In your cover letter, express your eagerness to gain more skills and knowledge in the customer support field. Mention any specific areas you’re particularly interested in, and let allsopsoftware know you’re keen to grow alongside their team.
How to prepare for a job interview at allsopsoftware
✨Know Your Customer Support Tools
Familiarise yourself with customer support tools like Zendesk or Freshdesk, as these might come up in conversation. Have a basic understanding of how they work, and perhaps even try to explore their features through free trials or tutorials.
✨Showcase Your Problem-Solving Skills
During the interview, be ready to discuss past experiences where you’ve successfully resolved issues for others. Think of good examples from school or previous jobs that highlight your ability to handle customer queries or complaints.
✨Emphasise Your Willingness to Learn
As an intern, they're not just looking for experience—show them your eagerness to learn and grow. Share what excites you about customer support and how enthusiastic you are to develop new skills with allsopsoftware.
✨Prepare for Scenario-Based Questions
Expect hypothetical questions where you might need to demonstrate how you'd handle specific customer scenarios. Practise responses to situations like dealing with an upset customer or troubleshooting a product issue.
