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For Companies At a Glance
- Tasks: Provide frontline support for digital products and manage client issues efficiently.
- Company: Flexible and innovative company with a focus on client satisfaction.
- Benefits: Permanent, full-time role with flexible working options and career development opportunities.
- Why this job: Be the hero who solves problems and enhances user experience in a dynamic environment.
- Qualifications: Strong communication skills and a knack for problem-solving.
- Other info: Join a supportive team and grow your career in tech!
The predicted salary is between 30000 - 42000 £ per year.
Location: Flexible / Hybrid / Warwick
Contract: Permanent, Full-time
About the Role
We are looking for a Support Analyst to provide frontline operational support for digital products following launch. This role is key to ensuring client issues are triaged efficiently, analysed accurately, and progressed through to resolution while maintaining excellent communication and service standards. You will work closely with technical, product, and service teams to manage support cases end-to-end, track SLAs, and help continuously improve support processes and platform stability.
Key Responsibilities
- Ticket Triage & Case Management: Act as the first point of contact for incoming support tickets, ensuring accurate logging, categorisation, and prioritisation in line with agreed SLAs. Carry out initial diagnostics, gather relevant information, and replicate issues where possible to determine the correct escalation path. Maintain ownership of tickets throughout their lifecycle, providing clear documentation and timely progression to resolution.
- Client Communication: Deliver clear, concise, and professional updates to clients regarding progress, actions taken, and next steps.
Support Analyst in Coventry employer: Morson Edge
Contact Detail:
Morson Edge Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst in Coventry
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on a Support Analyst role or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research common questions for Support Analysts and practice your responses. We recommend using the STAR method to structure your answers – it’ll help you showcase your problem-solving skills effectively.
✨Tip Number 3
Show off your communication skills! During interviews, make sure to demonstrate how you can keep clients informed and engaged. Remember, clear communication is key in support roles, so let that shine through.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Support Analyst in Coventry
Some tips for your application 🫡
Show Your Passion for Support: When writing your application, let us see your enthusiasm for providing top-notch support. Share any relevant experiences where you’ve helped clients or resolved issues, as this will show us you’re the right fit for the Support Analyst role.
Be Clear and Concise: We love a well-structured application! Make sure your writing is clear and to the point. Use bullet points if necessary to highlight your skills and experiences, especially those that align with ticket triage and case management.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to the specific role of Support Analyst. Mention how your skills can help us improve our support processes and platform stability.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Morson Edge
✨Know Your Stuff
Make sure you understand the role of a Support Analyst inside out. Familiarise yourself with ticket triage processes, case management, and how to communicate effectively with clients. Brush up on any relevant digital products or tools that might be used in the role.
✨Showcase Your Communication Skills
Since client communication is key, prepare examples of how you've successfully communicated with clients in the past. Think about times when you delivered updates or resolved issues while maintaining professionalism and clarity.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you approach diagnosing and resolving issues. You might even be asked to walk through a hypothetical scenario during the interview, so practice articulating your thought process clearly and logically.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company’s support processes and how they measure success. This shows your genuine interest in the role and helps you gauge if the company is the right fit for you.
