At a Glance
- Tasks: Join the support team to resolve customer issues and improve service delivery.
- Company: Dynamic UK software company focused on workforce management solutions.
- Benefits: Competitive salary, hybrid work, and professional development opportunities.
- Other info: Small team with visible impact and genuine investment in your career growth.
- Why this job: Shape a growing support function and make a real impact in a SaaS environment.
- Qualifications: Experience in support roles and strong knowledge of ITIL practices.
The predicted salary is between 35000 - 40000 £ per year.
Our client is a growing UK Software product company providing workforce management software to 100 s of customers across the UK.
- They're investing in the maturity of their support function and are looking for a
- Technical Support Analyst
(1st line / Service Management) to help shape how they deliver service, working closely with Product and Engineering.
Good commutes form Rugby, Oxford, Coventry, Leamington Spa, Northampton, Milton Keynes, etc
Working arrangement: hybrid, with core weekday hours and a weekend support rota every 4-6 weeks (additional compensation applies).
- What you'll be doing
- Work the front line alongside the support team, triaging tickets and resolving customer issues within SLA.
- Own the lifecycle of significant incidents, from triage through to resolution and post-incident review.
- Build a lightweight problem management practice, driving root-cause analysis with Engineering.
- Act as the bridge between Customer Success, Product and Engineering during escalations.
- Improve ticketing tools, workflows and reporting to strengthen the wider support function.
- Coach support agents on troubleshooting technique and customer communication.
- What you need to bring
- Demonstrable experience in a support, service desk or ITSM role.
- Strong working knowledge of ITIL practices, particularly Incident and Problem Management.
- Direct customer-facing experience, comfortable handling difficult conversations with customers and stakeholders.
- A track record of improving support processes, not just working within them.
- Hands-on experience with an ITSM platform such as Zendesk, Jira Service Management or Service Now (desirable: Zendesk administration, ITIL 4 Foundation certification).
- Why you'll love this job
- Real influence over how a growing support function is built, with scope to grow into leading it.
- A chance to provide a support function at a Software company (Saa S), not just traditional IT support
- A small, close-knit team where your work and impact are visible.
- Genuine investment in your development, including support for ITIL certification.
- #J-18808-Ljbffr
Technical Support Analyst in Banbury employer: Hireful
At Hireful, we pride ourselves on being an excellent employer by fostering a collaborative and innovative work culture that empowers our employees to thrive. Located in Banbury, our hybrid work options provide flexibility, while our commitment to professional development ensures that you have ample opportunities for growth within the company. With competitive salaries and a supportive team environment, we are dedicated to making your experience both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Analyst in Banbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hireful. 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 Hireful 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 Banbury
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 Hireful:Your cover letter is your chance to shine! Tell us why you want to work at Hireful 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 Hireful!
How to prepare for a job interview at Hireful
✨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.
