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- Tasks: Provide top-notch support and technical advice for our SaaS software solutions.
- Company: Join a dynamic team focused on enhancing user experience in software.
- Benefits: Enjoy a competitive salary and 33 days annual leave.
- Why this job: Make a real difference by solving user issues and improving software.
- Qualifications: Customer service skills and a knack for learning new software.
- Other info: Be part of a collaborative environment with opportunities for growth.
The predicted salary is between 30000 - 42000 £ per year.
This role will involve providing support and technical advice to software users for SaaS software solutions including a business management tool and a safe control of operation work system. The individual in this role will provide both 1st and 2nd line support, collecting and analysing information of a user’s time-sensitive issues and troubleshooting during a support call to get their work rolling immediately, or working with the development team to solve more technical and time-consuming issues that can’t be solved over the phone. This will require you to be involved in our software development process to ensure that you have specialist knowledge on the systems to be able to analyse whether the issue is on the user side or whether they have uncovered a bug in the system.
Key responsibilities
- Taking calls from users to gather information on their issue/query and identifying how to solve the problem
- Logging all users issues in our support system and keeping users updated with progress on a ticket
- Generating weekly reports on issues reported and solved
- Ensure that all SLAs are met and reporting on potential threats to SLA compliance
- Identifying common user issues and reporting to the development team with suggestions for possible modifications to the software to streamline the user experience
- Identifying that an issue cannot be solved over the phone and escalating it as a more complex issue
- Analysing more technical issues and working with our product managers and development team to produce a solution
- Learning the systems and being involved in development meetings to ensure you are up to date with any updates being made
About you
The right individual for this role would have:
- Experience working in a service desk capacity would be advantageous
- Excellent customer service skills and telephone manner
- Ability to learn and pick up software easily
- Experience working as part of a team
Competitive salary, 33 days annual leave (Options to use these for bank holidays or not).
Support Analyst employer: Nuclyus Limited
Contact Detail:
Nuclyus Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst
✨Tip Number 1
Get to know the company inside out! Research our SaaS solutions and understand how they work. This will help you answer questions confidently during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your troubleshooting skills! Think of common software issues and how you would resolve them. Being able to demonstrate your problem-solving abilities can really impress us during the interview.
✨Tip Number 3
Network with current employees or join relevant online communities. This can give you insider tips about the company culture and what we value in a Support Analyst, plus it might just help you get your foot in the door!
✨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, it shows you’re proactive and keen to join our team!
We think you need these skills to ace Support Analyst
Some tips for your application 🫡
Show Your Support Skills: When writing your application, make sure to highlight any experience you have in providing support, especially in a service desk role. We want to see how you've helped users in the past and how you can bring that expertise to our team.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the Support Analyst role. Remember, we’re looking for someone who can communicate effectively with users!
Tailor Your Application: Make sure to customise your application to reflect the specific requirements of the Support Analyst position. Mention your familiarity with SaaS solutions and any relevant technical skills that align with our needs. This shows us you’ve done your homework!
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 Nuclyus Limited
✨Know Your SaaS Inside Out
Make sure you understand the SaaS software solutions you'll be supporting. Familiarise yourself with the business management tool and the safe control of operation work system. This knowledge will help you answer questions confidently and demonstrate your ability to troubleshoot effectively.
✨Practice Your Customer Service Skills
Since this role involves a lot of user interaction, practice your telephone manner and customer service skills. Role-play common support scenarios with a friend or family member to get comfortable with gathering information and providing solutions on the spot.
✨Be Ready to Discuss Technical Issues
Prepare to talk about how you would handle more complex technical issues. Think of examples from your past experience where you successfully troubleshot a problem or escalated an issue. This will show your analytical skills and your ability to work with development teams.
✨Show Your Team Spirit
This role requires collaboration with product managers and developers, so be ready to discuss how you work in a team. Share examples of how you've contributed to team success in previous roles, especially in a service desk capacity, to highlight your teamwork skills.
