At a Glance
- Tasks: Provide top-notch technical support and troubleshoot customer issues in a dynamic SaaS environment.
- Company: Join a growing SaaS company that values collaboration and innovation.
- Benefits: Enjoy a competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Work in a hybrid role with a focus on customer satisfaction and teamwork.
- Why this job: Kickstart your tech career while making a real difference for customers.
- Qualifications: Experience in technical support and strong problem-solving skills are essential.
The predicted salary is between 30000 - 30000 £ per year.
We're looking for a Technical Support Analyst to join our growing SaaS environment and provide high-quality technical and application support to our customers. This is a customer-facing technical support role where you'll be the first point of contact for customers experiencing issues with our applications. You'll investigate problems, provide clear guidance and work closely with Engineering, Product, Account Management and IT Service Delivery to ensure issues are resolved effectively. If you enjoy troubleshooting, working with customers and getting to the root cause of problems, this could be a great opportunity to develop your technical support career within a growing SaaS business.
What you'll be doing:
- Act as the first point of contact for customers requiring technical support
- Investigate, diagnose and troubleshoot application-related issues
- Log, manage and track customer queries and incidents through Jira Service Management
- Provide clear, professional guidance on product functionality, usability and troubleshooting
- Take ownership of customer issues and ensure they are progressed through to resolution
- Escalate more complex technical issues to Engineering and Product teams
- Work collaboratively with internal teams to identify and resolve recurring issues
- Create and maintain knowledge base articles and customer-facing documentation
- Work within agreed SLA and KPI targets
- Identify opportunities to improve support processes, documentation and the overall customer experience
What we're looking for:
- Experience in technical support, application support, software support or a similar customer-facing technical role
- A methodical approach to troubleshooting and problem solving
- Strong written and verbal communication skills
- Excellent customer service skills and the ability to explain technical issues clearly
- Experience working with ticketing or service management systems; Jira Service Management would be advantageous
- Some knowledge or exposure to SQL and databases
- Ideally, experience working within a SaaS or software environment
- ITIL knowledge or experience would be beneficial
- Strong attention to detail and a sense of ownership
- The ability to work independently while collaborating effectively with wider technical teams
Why join us?
This is an opportunity to build your experience within a growing SaaS business, working closely with customers as well as Engineering, Product and other internal teams. You’ll gain exposure to application troubleshooting, SaaS products, service management, databases and technical problem solving, while playing an important role in delivering a great customer experience.
The role:
- Salary: £30,000 per annum
- Location: Hybrid - Leeds or Bradford
- Working pattern: Monday-Friday
- Hours: Flexible rota coverage between 8am-6pm
- Environment: Customer-facing SaaS technical support
Please note: This is a software and application-focused support role. You will not be responsible for hardware support or general IT infrastructure troubleshooting.
Technical Support Analyst in Bradford employer: BPM Tech
Join a dynamic SaaS environment as an Application Support Analyst in Leeds or Bradford, where you'll be part of a supportive team dedicated to enhancing customer experiences. We offer a flexible hybrid work model, opportunities for professional growth, and a culture that values collaboration and innovation. With a focus on employee development and a commitment to excellence, this role provides a meaningful chance to make a real impact while enjoying a balanced work-life environment.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Analyst in Bradford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BPM Tech. 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 BPM Tech 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 Technical Support Analyst in Bradford
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 BPM Tech:Your cover letter is your chance to shine! Tell us why you want to work at BPM Tech 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 BPM Tech!
How to prepare for a job interview at BPM Tech
✨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.
