At a Glance
- Tasks: Support and improve Sorted's tech support with a focus on problem-solving and continuous learning.
- Company: Join a forward-thinking company dedicated to enhancing support capabilities.
- Benefits: Gain hands-on experience, learn from experts, and develop your technical skills.
- Other info: Opportunity for growth into a more technical role while making a real impact.
- Why this job: Be part of a team that values curiosity and innovation in tech support.
- Qualifications: Curiosity about technology and some experience in support or operations.
The predicted salary is between 38250 - 46750 £ per year.
Purpose of the role
To support the evolution of Sorted’s support capability by combining strong operational support discipline with a genuine appetite for technology, systems thinking and continuous improvement.
This role is intended to strengthen day-to-day support delivery while also developing the technical understanding, curiosity and problem-solving approach needed to improve how support works over time.
Supporting the in hours and out of hours needs of the business.
The role would report to the
Product Service Manager, learning from his practical approach to troubleshooting, analysis, AI-assisted working, process improvement and technical investigation.
The aim is not simply to add ticket capacity, but to build a broader and more resilient support capability for the future.
- What this role is here to achieve
- Provide reliable day-to-day support across operational and technical queries
- Triage, investigate and help resolve support issues in a timely and structured manner
- Improve the quality of case handling, documentation and internal knowledge sharing
- Reduce repeatable manual effort through better process, tooling and automation
- Develop a deeper understanding of Sorted’s products, data flows and technical landscape
- Grow over time into a more technically capable support and improvement resource
Key responsibilities
- Operational support
- Respond to incoming support issues and service requests in a timely and professional manner
- Triage problems effectively, gather the right context and ensure clear ownership through to resolution
- Maintain accurate case notes, updates and internal records
- Support consistent communication with internal stakeholders and customers where required
- Help ensure support work is handled in line with agreed processes and service expectations
- Technical investigation
- Assist with troubleshooting product, configuration and data-related issues
- Develop an understanding of how Sorted’s systems, workflows and integrations behave in practice
- Work with engineering, product and operational teams to help clarify root causes and next steps
- Learn how to interrogate issues with increasing independence, using logs, tools, data and structured analysis
- Build confidence in understanding the technical shape of problems, even where the ultimate fix sits elsewhere
- Documentation and knowledge
- Create and maintain internal guides, support notes and knowledge articles
- Help improve the quality, usability and discoverability of support documentation
- Identify recurring issues and convert learning into reusable guidance or process improvements
- Support the development of self-service material where appropriate
- Continuous improvement
- Look for opportunities to improve the efficiency and effectiveness of support processes
- Help identify repetitive work that could be simplified, standardised or automated
- Use available tools, including AI, to improve analysis, documentation and workflow quality
- Contribute ideas that improve support resilience, reduce avoidable noise and strengthen cross-team working
- Learning and development
- Work closely with the Product Service Manager to develop practical technical judgement and stronger product understanding
- Learn how to move beyond issue handling into issue interpretation, pattern recognition and service improvement
- Build the confidence to take on more complex investigations and broader responsibility over time
- What good looks like in this role
- Support issues are handled calmly, clearly and with good discipline
- Handoffs and escalations are better structured and better evidenced
- Repeatable issues become better documented and easier to resolve
- Manual effort reduces as processes, prompts and tools improve
- Knowledge is retained more effectively within the team
- The role develops from support coordination into meaningful technical contribution over time
About the person
We are less interested in someone who only sees support as ticket handling, and more interested in someone who is naturally curious about how things work.
They are likely to be
- organised and dependable in how they manage work
- curious and technically minded, even if not formally from an engineering background
- eager to learn systems, workflows and product behaviour in depth
- comfortable asking questions, investigating problems and joining dots
- motivated by improving things, not just processing them
- able to communicate clearly with both technical and non-technical people
- interested in using modern tools, including AI, to work smarter and learn faster
- Useful experience
- Experience in support, service operations, technical support or a similar role
- Exposure to Saa S products, software platforms or operational systems
- Experience writing documentation, guides or knowledge base content
- Confidence using tools and data to investigate issues
- Familiarity with structured troubleshooting and root cause thinking
- Any experience with automation, scripting, workflow tools or AI-assisted working would be advantageous
Why this role matters
This role is designed to increase Sorted’s support capability in a way that is sustainable and forward-looking.
Rather than adding capacity alone, it creates an opportunity to build technical depth, improve resilience and develop the next layer of capability around one of the strongest support improvers the business has had.
Junior Support Technology Analyst in Manchester employer: Sorted Group
Sorted is an exceptional employer that fosters a culture of continuous improvement and technical curiosity, making it an ideal place for a Junior Support Technology Analyst. With a strong emphasis on employee growth, you will have the opportunity to learn from experienced professionals while contributing to meaningful projects that enhance operational support. Located in a dynamic environment, Sorted offers a collaborative atmosphere where innovative ideas are encouraged, ensuring that your contributions lead to both personal and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Junior Support Technology Analyst in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sorted Group. 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 Sorted Group 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 Junior Support Technology Analyst in Manchester
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 Sorted Group:Your cover letter is your chance to shine! Tell us why you want to work at Sorted Group 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 Sorted Group!
How to prepare for a job interview at Sorted Group
✨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.
