At a Glance
- Tasks: Provide top-notch technical support and help customers thrive with our software solutions.
- Company: Join a growing SaaS business with a collaborative and supportive culture.
- Benefits: Enjoy a competitive salary, bonus, hybrid working, and ongoing training opportunities.
- Other info: Work in a dynamic team with excellent career growth potential.
- Why this job: Make a real difference by solving problems and enhancing customer experiences.
- Qualifications: Experience in technical support and strong problem-solving skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
Technical Support Analyst
Norwich (Hybrid) | £31,000 + Bonus
I'm delighted to be exclusively partnering with a growing Saa S business as they continue to expand their customer support function.
This is an excellent opportunity for a personable and technically minded support professional who enjoys solving problems, delivering exceptional customer service and helping customers get the very best from software solutions.
Working within a collaborative team, you'll support customers throughout their journey, from onboarding and training through to ongoing technical support, troubleshooting and product adoption.
This role offers a 35-hour working week, hybrid working, and the opportunity to join a well-established software business with an impressive customer base across the UK.
Key Responsibilities
- Provide 1st and 2nd line support for a Saa S software platform
- Manage and resolve customer support tickets through to completion
- Investigate, troubleshoot and diagnose technical issues
- Deliver software onboarding, demonstrations and customer training
- Support software installations and system configuration
- Create and maintain customer-facing documentation and knowledge articles
- Build trusted relationships with customers and provide an outstanding support experience
- Identify opportunities to improve products, processes and customer outcomes
- Work closely with colleagues across support and development teams
Experience Required
- Experience in a Technical Support, Application Support, Service Desk or similar role
- Strong troubleshooting and problem-solving skills
- Excellent written and verbal communication skills
- The ability to explain technical concepts clearly to non-technical users
- Strong customer service and relationship-building skills
- Experience working within a Microsoft 365 environment
- Basic SQL knowledge would be advantageous
- A proactive, organised and customer-focused approach
- Comfortable working independently whilst contributing to a collaborative team
Package & Benefits
- 5-10% annual bonus
- Hybrid working (minimum 2 days per week in the Norwich office)
- 35-hour working week, Monday to Friday
- 1 in 4 Saturday morning on-call rota (with time back in lieu)
- 20 days holiday + Bank Holidays
- Free parking
- Occasional travel to the London office, customer sites and industry events
- Ongoing training and career development opportunities
- Supportive and collaborative team environment
- Location
This is a hybrid position requiring attendance at the Norwich office two days per week.
Candidates should also be happy to undertake occasional travel to the London office, customer sites and industry events as required.
Apply Now!
Technical Support Analyst in Norwich employer: Pure Resourcing Solutions Careers
Join a prestigious organisation in Cambridge that is committed to fostering a dynamic work culture and supporting employee growth through a significant transformation programme. As the Head of EPM FCCS and Financial Data Structure, you will benefit from a collaborative environment that values innovation and offers opportunities for professional development, all while enjoying the vibrant academic and cultural atmosphere of Cambridge. With a focus on meaningful contributions to financial reporting and planning, this role provides a unique chance to make a lasting impact within a large, complex organisation.
Contact Details:
Pure Resourcing Solutions Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Analyst in Norwich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pure Resourcing Solutions Careers. 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 Pure Resourcing Solutions Careers 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 Norwich
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 Pure Resourcing Solutions Careers:Your cover letter is your chance to shine! Tell us why you want to work at Pure Resourcing Solutions Careers 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 Pure Resourcing Solutions Careers!
How to prepare for a job interview at Pure Resourcing Solutions Careers
✨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.
