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For Companies At a Glance
- Tasks: Provide technical support to business customers and troubleshoot issues.
- Company: Join a multi-award-winning platform in Financial Services, Telecoms, and Utilities.
- Benefits: Enjoy hybrid work, professional growth, and recognition for your contributions.
- Why this job: Make a real impact on customer experiences while collaborating with industry leaders.
- Qualifications: Experience in SaaS support, excellent communication skills, and flexibility for shifts required.
- Other info: Be part of a bold and efficient team focused on exceptional customer service.
The predicted salary is between 28800 - 48000 £ per year.
Location: Swansea, South Wales, or London
Work Arrangement: Hybrid (Minimum one day per week in one of the listed offices, currently Tuesdays)
Flexible to work rotating shifts (8am - 4pm, 10am - 6pm, or 2pm - 10pm) to cover EMEA and non-UK hours.
Why This Role Stands Out
As a Service Desk Analyst, you will be at the forefront of customer success, providing essential technical support to business customers. This position offers a unique blend of technical challenge and customer interaction, ensuring no two days are the same.
What's in It for You
- Professional Growth: Work with industry leaders in Financial Services, Telecoms, and Utilities.
- Impactful Work: Help streamline complex customer journeys into effortless experiences, making a tangible difference in client operations.
- Collaborative Environment: Partner with Program Managers, Account Managers, and Solutions Engineers to resolve critical technical issues.
- Flexibility: Enjoy a hybrid working policy, balancing office presence with remote work.
- Recognition: Be part of a multi-award-winning platform known for its rapid deployment and robust security.
Key Responsibilities
- Act as the primary point of contact for technical issues from corporate clients.
- Respond to support reports within SLA, providing expert technical solutions.
- Conduct advanced troubleshooting and log analysis.
- Maintain consistent communication with customers throughout the resolution process.
- Document case resolutions to enhance support, scalability and self-service capabilities.
- Participate in internal projects and stay updated with new features and maintenance activities.
- Handle on-call escalations for high-priority incidents.
Qualifications & Skills
- Experience in a customer-facing incident management technical support role supporting a SaaS product.
- Excellent verbal and written communication skills.
- Familiarity with networking concepts.
- Knowledge of web technologies.
- Available for off-hours escalations.
Join a company that values boldness, respect, growth, and efficiency. Be part of a team that leverages data and time effectively to deliver exceptional customer experiences. If you are ready to take your career to the next level, this role is the perfect platform to showcase your skills and grow with a dynamic company.
SaaS Software Support Service Desk Analyst employer: Sadler Recruitment
Contact Detail:
Sadler Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SaaS Software Support Service Desk Analyst
✨Tip Number 1
Familiarise yourself with common SaaS support issues and solutions. Understanding the typical challenges faced by customers will help you demonstrate your problem-solving skills during interviews.
✨Tip Number 2
Brush up on your communication skills, both verbal and written. As a Service Desk Analyst, you'll need to convey technical information clearly to clients, so practice explaining complex concepts in simple terms.
✨Tip Number 3
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 4
Be prepared to discuss your experience with incident management tools and any relevant technical skills. Highlighting your familiarity with these tools can set you apart from other candidates.
We think you need these skills to ace SaaS Software Support Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer-facing technical support roles, particularly with SaaS products. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and technical problem-solving. Mention specific examples of how you've helped clients in previous roles and how you can contribute to the company's goals.
Highlight Communication Skills: Since excellent verbal and written communication skills are crucial for this role, provide examples in your application that demonstrate your ability to communicate effectively with clients and team members.
Showcase Flexibility: Mention your willingness to work rotating shifts and handle off-hours escalations. This shows your commitment to meeting the needs of the business and supporting customers across different time zones.
How to prepare for a job interview at Sadler Recruitment
✨Showcase Your Technical Skills
Be prepared to discuss your experience with SaaS products and any relevant technical skills. Highlight specific examples of how you've resolved technical issues in the past, as this role requires advanced troubleshooting abilities.
✨Demonstrate Excellent Communication
Since you'll be the primary point of contact for clients, it's crucial to exhibit strong verbal and written communication skills. Practice explaining complex technical concepts in simple terms, as you may need to communicate with non-technical stakeholders.
✨Familiarise Yourself with Networking Concepts
Brush up on your knowledge of networking concepts and web technologies. Being able to discuss these topics confidently will show that you're well-prepared for the technical challenges of the role.
✨Prepare for Shift Flexibility
Understand the importance of flexibility in working hours for this position. Be ready to discuss your availability for rotating shifts and off-hours escalations, demonstrating your commitment to meeting customer needs.
