At a Glance
- Tasks: Provide technical support and resolve customer issues in a dynamic software environment.
- Company: Join a growing UK software product company with exciting career opportunities.
- Benefits: Enjoy a competitive salary, full-time office hours, and potential for flexible working in the future.
- Other info: On-site role in Banbury; great commute options from nearby towns.
- Why this job: Be part of a supportive team, enhance your skills, and progress into advanced roles.
- Qualifications: Minimum three years in technical support; experience with Zendesk, Jira, and MySQL preferred.
The predicted salary is between 24000 - 28000 £ 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.
Location: Banbury, but work from home & remote available. Good commutes form Rugby, Oxford, Coventry, Leamington Spa, Northampton, Milton Keynes, etc Salary: £35,000 to £40,000 basic plus benefits. 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 ServiceNow (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 (SaaS), 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.
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Technical Support Analyst in Banbury employer: Hireful
EPI-USE Labs is an exceptional employer, offering a dynamic and supportive work culture that prioritises employee growth and development. With a strong focus on SAP project management, employees benefit from exposure to diverse international projects and the opportunity to enhance their skills through recognised methodologies. The company's commitment to innovation and client satisfaction, combined with flexible working arrangements, makes it an ideal place for professionals seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Analyst in Banbury
✨Tip Number 1
Familiarise yourself with the tools mentioned in the job description, like Zendesk and Jira. Having hands-on experience or even completing online tutorials can give you a significant edge during the interview.
✨Tip Number 2
Brush up on your problem-solving skills by practising common technical support scenarios. Role-playing these situations with a friend can help you articulate your thought process clearly when faced with real-life challenges.
✨Tip Number 3
Since the role requires excellent communication skills, consider preparing a few examples of how you've successfully resolved customer issues in the past. This will demonstrate your ability to handle technical queries effectively.
✨Tip Number 4
Research the company and its products thoroughly. Understanding their software offerings and recent developments will not only impress your interviewers but also help you tailor your responses to align with their goals.
We think you need these skills to ace Technical Support Analyst in Banbury
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in technical support, particularly any roles where you've used Zendesk or Jira. Emphasise your problem-solving skills and customer support achievements.
Craft a Compelling Cover Letter:In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that demonstrate your ability to handle technical support incidents and work collaboratively with teams.
Showcase Communication Skills:Since excellent communication is key for this role, ensure your application reflects your written and verbal communication skills. Use clear and professional language throughout your CV and cover letter.
Highlight Continuous Learning:Mention any ongoing training or certifications related to technical support or software development. This shows your eagerness to learn and grow within the company, aligning with their ambition for personal development.
How to prepare for a job interview at Hireful
✨Showcase Your Technical Skills
Make sure to highlight your experience with tools like Zendesk and Jira during the interview. Be prepared to discuss specific instances where you've used these platforms to resolve customer issues.
✨Demonstrate Problem-Solving Abilities
Prepare examples of challenging technical problems you've solved in the past. This will show your potential employer that you have a strong problem-solving mindset, which is crucial for a Technical Support Analyst.
✨Communicate Clearly and Confidently
Since excellent communication skills are essential for this role, practice articulating your thoughts clearly. Use a friendly and professional tone, especially when discussing your previous experiences.
✨Express Eagerness to Learn
Convey your enthusiasm for personal development and learning new skills. Mention any relevant courses or certifications you’re interested in pursuing, as this shows your ambition to grow within the company.
