At a Glance
- Tasks: Provide top-notch application support and resolve client issues with a focus on customer satisfaction.
- Company: Join a fast-growing global software provider dedicated to making the world safer.
- Benefits: Competitive salary, generous holiday, health insurance, and ongoing training opportunities.
- Other info: Exciting growth opportunities in a supportive and friendly work environment.
- Why this job: Be part of a mission-driven team that empowers clients to combat complex crimes.
- Qualifications: Strong communication skills, problem-solving ability, and experience in a similar role.
The predicted salary is between 40500 - 49500 £ per year.
- 1st Line Support Analyst
- [Full time – 5 days/35 hours per week]
Exciting opportunity for an experienced 1st Line Support Analyst to join a fast-paced high growth PE backed global software provider to deliver crucial support within the Support team.
Our Altia
By being a trusted technology partner, we empower the government, public and private sector with actionable intelligence solutions to combat increasingly complex crimes.
Specialising in crime reduction, we help make the world a safer place.
Initially based in the UK, Altia has grown significantly in recent years through expansion of international operations.
We currently have a team of around 80 employees, supporting a wide variety of clients globally.
Our clients include law enforcement agencies, government departments and agencies, regulatory & tax authorities and private sector customers – who all trust and rely on our investigation software to help them deliver targeted results.
Our solutions significantly save time on investigations and reduce costs in areas such as criminal and civil investigations, fraud and financial investigation, incident and investigation management and a variety of covert fields.
Our experienced team is dedicated to providing our clients with the support and care they need, ensuring they are able to get the most from our ever-evolving specialist investigation software solutions.
The role of 1st Line Support Analyst will be based at our Nottingham office, and you will be working alongside the Support Manager.
Whilst we operate a hybrid working policy, you will be expected to attend the office on a regular basis following completion of your induction and training.
Our business is still growing and now is an exciting time to join our friendly and self-motivated team!
At Altia we have a common mission and vision that underpins all that we do.
We act with honesty, integrity and mutual respect towards our customers and one another, working as one team.
Our commitment to this is showcased through our achievement of the globally recognised Great Place to Work certification.
We embrace challenge in order to ensure the most innovative and relevant solutions are developed, always with the end customer in mind.
Please note that the successful candidate will be required to be security vetted.
For this reason, you must have been in UK residence for 3 continuous years prior to employment and provide proof of address for the previous 5 years.
The Role
1st Line Support Analyst provides application support to our clients.
Monitoring and handling of application related service calls dependent upon priorities assigned by the management team.
Key Responsibilities
- 1st Line Support Analyst
- Be a customer focused face of Altia, representing the brand and best customer service.
- Assisting clients with their enquiries via telephone, email or chat.
- Initial Triage of all incoming issues arising from client enquiries.
- Gather relevant information to understand how customers and their businesses use our platform in order to understand and troubleshoot their issues.
Resolving where possible or managing the escalation process.
- Liaise internally with all levels of the business, actively
communicating with customers and internal teams to ensure all the aims of the client relationship are met. - Resolution of issues either directly or by escalation to alternate technical resource whilst retaining ownership of the issue.
- Meeting the SLA’s and KPI’s setup to the role.
- Pro-actively identifying ways of improving the products and services we deliver.
- Ability to problem solve and work dynamically for the good of the business and its clients.
- Be able to identify the root cause of complex issues and to be able to articulate them in order to progress towards resolution.
Other appropriate tasks that may be assigned from time to time by the reporting manager.
What you can bring to the role
- Strong communication and interpersonal skills
- Good problem-solving ability & excellent attention to detail
- Previous experience in a similar role
- Knowledge of Microsoft 365 packages
- Team player
- Motivated, enthusiastic and adaptable
What we can offer you
- Salary Range: up to £24,000 (depending on experience)
- Contributory Auto-Enrolment Pension Scheme
- Company Sick Pay & Income Protection Scheme*
- Company Life Assurance Scheme
- Private Health & Dental Insurance (optional)*
- Enhanced holiday entitlement of 30 days per year plus bank holidays
- Access to well-being support, including our Employee Engagement Programme
- Volunteering Scheme/time off policy
- Continual Development & Training
- 35 working hours per week
- On-site parking
- Strong local transport links.
- subject to probationary period
- Closing date for Applications – 15 October 2026
- NO AGENCIES PLEASE
1st Line Support Analyst in Nottingham employer: altia
At Altia, we pride ourselves on being a dynamic and supportive employer, dedicated to fostering a collaborative work culture that empowers our employees to thrive. Located in Nottingham, our team enjoys a competitive salary, generous holiday entitlement, and access to comprehensive health benefits, all while contributing to meaningful solutions that enhance public safety. With a strong commitment to employee development and a focus on innovation, joining us as a Junior Product Engineer offers an exciting opportunity to grow your skills in a fast-paced environment alongside passionate professionals.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Analyst in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at altia. 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 altia 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 1st Line Support Analyst in Nottingham
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 altia:Your cover letter is your chance to shine! Tell us why you want to work at altia 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 altia!
How to prepare for a job interview at altia
✨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.
