At a Glance
- Tasks: Provide customer support and troubleshoot software issues while learning about the product.
- Company: Established small business in central Newbury with a supportive team.
- Benefits: Gain valuable experience in tech, problem-solving, and potential career growth.
- Other info: On-site role with a friendly work environment and opportunities for advancement.
- Why this job: Perfect for tech enthusiasts who enjoy solving complex problems without being a developer.
- Qualifications: Basic tech knowledge and a passion for learning; problem-solving skills are a plus.
The predicted salary is between 31500 - 38500 £ per year.
Product Support Analyst required for a well established small business based in central Newbury (Berks).
The role is within the customer support and software testing team, dealing with incoming support enquiries and supplying resolutions - whether from (eventually) personal knowledge of the system and its operation, or reproducing bugs and using the Jira system to assign to development for rectification, then test the fixes.
This is not a traditional fast paced customer support role.
There is a relatively low volume of enquiries with each enquiry often being complex.
An ideal candidate is likely to be someone who has a basic understanding of technology / coding but doesn't want to be a developer and also has the ability and appetite to learn about the product, how it 'hangs together' and enjoy problem solving.
The successful candidate will build an understanding of the technical environments, software products, business processes and customer requirements which can lead to opportunities in project management, software development, testing or pre-sales support.
- Primary tasks include (all are subject to receiving appropriate training):
- Phone, email and portal based support services Monday to Friday, 09:00 to 17:30, providing timely and accurate responses to customers, partners and third party organisations;
- Investigate user, technical and administrative issues raised by customers, third parties or colleagues;
- Liaise with colleagues and third parties as necessary to resolve issues;
- Write and maintain test plans, and scripts, for ad-hoc testing and for regular repeatable testing of products and bespoke developments.
Previous experience of problem solving in a software/application support role will be a distinct advantage.
Experience of SQL, Java-based software, automated testing, Google Workspace, or data and IT security would also be beneficial, although not essential.
Please note this role requires being on-site in central Newbury 5 days a week.
We are also prioritising candidates who are already based within easy commuting distance of central Newbury.
#J-18808-Ljbffr
Product Support Analyst in Newbury employer: Red Top Resources
Red Top Resources is an excellent employer for aspiring Junior Applications Developers, offering a supportive work culture in the heart of Central Newbury. With a focus on professional growth through hands-on training and collaboration with experienced colleagues, employees are empowered to develop their skills in a dynamic environment that values proactive learning and attention to detail.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Analyst in Newbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Red Top Resources. 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 Red Top Resources 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 Product Support Analyst in Newbury
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 Red Top Resources:Your cover letter is your chance to shine! Tell us why you want to work at Red Top Resources 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 Red Top Resources!
How to prepare for a job interview at Red Top Resources
✨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.
