At a Glance
- Tasks: Provide top-notch technical support and troubleshoot issues for our software product.
- Company: Join a leading provider in fire and security solutions with a collaborative culture.
- Benefits: Enjoy a competitive salary, 30 days holiday, and health benefits.
- Other info: Hybrid work model with opportunities for career growth and a focus on diversity.
- Why this job: Make a real difference by helping customers and improving their experience with our product.
- Qualifications: 2+ years in IT support, strong troubleshooting skills, and great communication.
The predicted salary is between 40000 - 45000 £ per year.
Hybrid: Mon-Wed onsite in Hull, Thurs-Fri can be remote
Salary range: £25K + 30 days holiday + Benefits
The Client: Our client is one of Europe's leading providers of alerting and compliance solutions for the fire and security sector.
Position Overview: They are seeking a dedicated Product Support Analyst to join their team, focusing on supporting their product. In this role, you will provide high-quality technical assistance to their customers, ensuring the effective use and smooth operation of the product. You will troubleshoot issues, guide customers through product features, and collaborate closely with senior support staff to resolve complex technical challenges. A customer-focused mindset is a critical attribute for this role.
Key Responsibilities:
- Provide first-line support to the product users via phone and ticketing system ensuring timely resolution and minimal customer downtime.
- Deliver excellent customer support with clear SLAs via tickets, calls, and remote sessions.
- Author and maintain knowledge base content; spot trends and reduce repeat incidents.
- Collaborate with Product and Engineering to resolve defects and improve UX.
- Track CSAT, FCR, and resolution times; continuously improve processes.
- Escalate complex issues to senior technical teams as necessary, following internal procedures.
- Maintain an understanding of the products and functionalities to assist with customer queries.
- Build and maintain strong customer relationships, ensuring a high level of customer satisfaction.
Required Skills & Qualifications:
- Experience: Minimum of 2 years of experience in an application support or IT support role, ideally supporting software products.
- Strong troubleshooting skills, with the ability to analyse and solve technical problems quickly.
- Familiarity with ticketing systems (e.g., Jira, Zendesk) and remote support tools.
- Good interpersonal skills, good on the phone, good written and spoken English.
Preferred Skills & Qualifications:
- Certifications in IT support or related areas would be an asset.
Benefits:
- Competitive salary.
- Opportunities for career development and internal training.
- Collaborative and inclusive work environment.
- Health and wellness benefits, including medical insurance and enhanced annual leave package.
- Cycle to Work and Electric Car schemes.
Our client is an equal-opportunity employer and values diversity in its workforce. We encourage applicants from all backgrounds to apply.
Service Desk Analyst employer: SmartSourcing plc
Join a leading provider of alerting and compliance solutions in the fire and security sector, where you will thrive in a collaborative and inclusive work environment. With a competitive salary, 30 days of holiday, and opportunities for career development, this role as a Service Desk Analyst in Hull offers meaningful work that directly impacts customer satisfaction. Enjoy the flexibility of hybrid working, health and wellness benefits, and a commitment to diversity, making it an excellent place for personal and professional growth.
