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For Companies At a Glance
- Tasks: Support and maintain applications, troubleshoot issues, and ensure exceptional service standards.
- Company: Dynamic IT services company with a people-first culture.
- Benefits: 25 days leave, wellbeing days, enhanced pension, and flexible benefits.
- Why this job: Join a fast-paced team and make a real impact on customer experiences.
- Qualifications: Experience in customer service and a foundational understanding of IT systems.
- Other info: Opportunities for growth, learning, and fun team events.
The predicted salary is between 30000 - 42000 £ per year.
Customer Support Analyst – Milton Keynes
Our client is seeking a Customer Support Analyst to join their dynamic team, playing a key role in supporting and maintaining internal and external applications across multiple platforms and technologies. You’ll ensure exceptional service standards, using creativity and initiative to troubleshoot and resolve technical issues — including those that are business-critical.
This role suits someone who thrives in a fast-paced, customer-driven environment, with a balance of technical understanding and strong problem-solving skills.
Key Responsibilities
- Manage and resolve logged support cases within agreed client and internal SLAs.
- Prioritise and coordinate customer support requests efficiently.
- Escalate complex issues promptly to appropriate technical teams.
- Maintain up-to-date and detailed client records in the Support System for full team visibility.
- Identify and raise potential SLA risks early to prevent delays or breaches.
- Accurately log email support queries into the Support System.
- Collaborate with Customer Experience Managers and Project Managers to provide updates on progress, risks, and resolutions.
- Keep clients informed throughout the support process with clear, timely communication.
- Ensure unresolved issues are escalated within SLA to maintain service continuity.
What You’ll Bring
- Proven experience in customer service with a strong commitment to delivering excellent client experiences.
- Proactive and independent approach to work, with solid analytical and troubleshooting abilities.
- A foundational understanding of IT infrastructure and systems.
- Working knowledge of relational databases and experience with Microsoft SQL Server.
- A degree in Computer Science or a related discipline, or equivalent hands-on experience.
What’s on Offer
- 25 days annual leave plus bank holidays, with extra days for long service.
- Two wellbeing days per year and a personal budget to spend quality time with someone important to you.
- Enhanced pension contributions to support your financial wellbeing.
- Two paid volunteering days each year for charitable or community initiatives.
- Salary sacrifice options including electric vehicle and cycle-to-work schemes.
- 24/7 access to an Employee Assistance Programme for confidential support.
- Annual full health check.
- A flexible benefits platform offering discounts, life assurance, and learning opportunities.
- A supportive, people-first culture focused on wellbeing and growth.
- Performance-related bonus recognising your contribution.
- Regular team and company-wide social events, with each department allocated its own budget.
- Opportunities to attend conferences, learning forums, and away days in the UK and abroad.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting and Software Development
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Customer Support Analyst employer: Digital Waffle
Contact Detail:
Digital Waffle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions. Think about how your experience aligns with the role of a Customer Support Analyst. We want to see your problem-solving skills shine!
✨Tip Number 3
Show off your tech-savvy side! Brush up on your knowledge of IT infrastructure and SQL Server. Being able to discuss these topics confidently will set you apart from the crowd.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and show your enthusiasm for the role. Plus, it’s a great way to reiterate your fit for the position!
We think you need these skills to ace Customer Support Analyst
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Analyst role. Highlight your experience in customer service and any technical skills that match the job description. We want to see how you can bring your unique flair to our team!
Show Off Your Problem-Solving Skills: In your application, share specific examples of how you've tackled technical issues in the past. We love seeing creativity and initiative, so don’t hold back on showcasing your troubleshooting prowess!
Keep It Clear and Concise: When writing your application, clarity is key! Use straightforward language and avoid jargon unless it’s relevant. We appreciate a well-structured application that gets straight to the point.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Digital Waffle
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around IT infrastructure and systems. Familiarise yourself with Microsoft SQL Server and relational databases, as these are key to the role. Being able to discuss your experience confidently will show that you're ready to tackle the technical challenges.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved customer issues in the past. Think about times when you had to troubleshoot complex problems and how you approached them. This will demonstrate your analytical abilities and proactive approach, which are crucial for a Customer Support Analyst.
✨Communicate Clearly
Since this role involves keeping clients informed, practice articulating your thoughts clearly and concisely. During the interview, focus on how you would communicate updates and resolutions to clients, ensuring they feel supported throughout the process. Good communication can set you apart from other candidates.
✨Understand the Company Culture
Research the company’s values and culture before the interview. They emphasise a people-first approach and wellbeing, so think about how your personal values align with theirs. Be ready to discuss how you can contribute to their supportive environment and enhance client experiences.
