R13 Recruitment are on the search for an IT Software support professional to join a growing tech business during a period of exciting growth. This is a brand-new opportunity to join an established support team due to ongoing growth, providing technical assistance to customers for a bespoke software, supporting clients across the UK.
You'll be responsible for handling incoming support requests, investigating issues and guiding customers through solutions across phone, email and chat channels. It's a great opportunity for someone with previous technical support experience who enjoys problem-solving, communicating with customers and developing their technical knowledge within a specialist software environment.
The Company
An established technology business specialising in software solutions, development and technical support. Working with a range of professional services clients, the business combines technical expertise with a strong focus on customer service and long-term relationships.
Your Benefits
- Hybrid working, with three days working from home.
- Two days per week in the office following initial onboarding.
- Initial training and ongoing technical development.
- Opportunity to work closely with an in-house development team.
- Further progression opportunities as your experience develops.
- 25 days holiday + bank holidays + birthday off
- Pension scheme
- Car parking
The Day to Day
- Providing technical support to customers across a specialist software platform.
- Managing incoming queries through phone, email and chat functions.
- Logging, prioritising and resolving support tickets.
- Investigating software issues and identifying appropriate solutions.
- Supporting Microsoft-based systems and Azure environments.
- Explaining information clearly to customers with varying levels of technical knowledge.
- Liaising with internal developers to investigate and resolve more complex issues.
- Carrying out system administration and configuration tasks where required.
- Maintaining accurate records and keeping customers updated.
- Identifying recurring issues and contributing to service improvements.
- Supporting software updates, releases and testing activities.
You Will Have
- At least two years' experience in a technical support role (software-based).
- Experience supporting software, applications or business systems.
- Knowledge of Microsoft technologies and Azure.
- Strong troubleshooting and problem-solving abilities.
- Excellent communication skills, both written and verbal.
- The ability to explain technical concepts to non-technical users.
- Confidence managing multiple queries and prioritising workloads.
- A customer-focused approach and a genuine interest in helping others.
- Familiarity with ticketing systems such as Halo would be beneficial.
How to Apply
To hear more details about this opportunity, please email your CV to Rebecca Headden – Business Partner at R13 Recruitment. If you do not hear from us within 5 working days of submitting your CV, please assume you have been unsuccessful on this occasion.
For candidates applying from outside the local region, please include a brief covering note outlining your relocation plans, current location, and anticipated timeframe for moving. Applications without this information may not be considered further.
Software Support Analyst in Norwich employer: rthirteen recruitment Careers
Join a dynamic and innovative insurtech company that is revolutionising the insurance landscape. With a modern London office and a hybrid working model, you will enjoy significant career development opportunities, including a unique two-week training trip to Mexico and the chance to collaborate with international teams across the UK, US, and Mexico. This role not only offers a competitive benefits package, including 26 days of annual leave and flexible working arrangements, but also the excitement of being part of a fast-growing business where your contributions can make a real impact.
Contact Details:
rthirteen recruitment Careers Recruitment Team
