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- Tasks: Provide exceptional support for our Curriculum Management product and resolve customer queries.
- Company: Join TechnologyOne, a leading SaaS company transforming businesses globally.
- Benefits: Enjoy competitive pay, remote work options, enhanced leave, and professional development opportunities.
- Other info: Be part of a diverse team that values creativity and continuous improvement.
- Why this job: Make a real impact by helping customers succeed with innovative technology solutions.
- Qualifications: Experience in Level 1 and Level 2 support, strong problem-solving skills, and customer focus.
The predicted salary is between 30000 - 40000 £ per year.
TechnologyOne is on a mission to build and deliver truly great products and services that transform business and make life simple for our customers. The ongoing support and care of our customers is pivotal to our success, and that's why we need you. As a Support Analyst supporting our Curriculum Management product in the UK, you will play a key role in delivering an exceptional support experience for our customers.
Working as part of a collaborative and high-performing team, you will take ownership of customer queries and issues, providing timely, thoughtful and effective support across the full customer lifecycle. This is a varied and rewarding role where you will work closely with technical and customer-facing teams to triage, investigate and resolve issues, while also helping configure and enhance our SaaS Curriculum Management solution in line with customer needs. You will bring a strong customer focus, sound technical judgement and a passion for finding practical solutions that make a real difference.
As an ambassador for customer support, your professionalism, problem-solving ability and commitment to service excellence will help ensure every customer interaction is a positive one.
What you'll be doing…
- Resolving assigned support requests and queries, or directing them to the appropriate team for resolution
- Delivering a compelling customer experience with every interaction
- Monitoring customer requests to ensure they remain within agreed KPIs and escalating where necessary
- Keeping customers informed on the progress of open requests
- Investigating issues, identifying practical solutions and documenting knowledge base articles to improve future resolution times
- Providing Level 1 and Level 2 support to customers in a timely, professional and customer-focused manner
- Configuring and enhancing our SaaS Curriculum Management solution to meet customer requirements
- Working closely with cross-functional teams to deliver high-quality support and outcomes
- Supporting deployments and configuration changes, including preparing runbooks and carrying out validation activities
- Performing testing and verification to ensure changes meet quality standards and customer expectations
- Contributing to continuous improvement initiatives that enhance service delivery, streamline processes and improve customer satisfaction
- Following defined support practices and contributing ideas to strengthen the support framework over time
Experience required:
- Experience in a Level 1 and Level 2 support, technical support or implementation role within a SaaS environment
- A strong customer focus and a genuine commitment to delivering excellent service
- Strong problem-solving skills, with the ability to investigate, analyse and resolve issues effectively
- Experience configuring enterprise platforms; experience with ServiceNow or similar platforms would be highly regarded
- Ability to work across technical and functional areas, translating customer needs into practical solutions
- Strong attention to detail and a commitment to quality, reliability and customer outcomes
- Excellent communication skills and the ability to work effectively with cross-functional teams
- Familiarity with tools such as JIRA and Confluence
- A proactive mindset, with a focus on continuous improvement and delivering value to customers
Why Join us?
TechnologyOne is proud to be an Equal Opportunity Employer who values diversity and an inclusive workplace. We aim to recruit a diverse range of people with a diverse range of talents to help us deliver on our mission to better our community.
Our core values and culture unleash the boundless potential of creativity, innovation and the entrepreneurial spirit within our people. When you experience Life at TechnologyOne you'll see that our team enjoys an extensive array of benefits, including foundation charity activities, which all cultivate a vibrant workplace our people are very proud to be involved with.
- Competitive remuneration package
- Remote and hybrid working options as standard
- Enhanced annual leave offering
- Up to 1 week of additional leave via our Purchase Leave program
- 4 x salary life assurance (as standard - can be upgraded via our flex-bens)
- Contributory pension scheme
- Employee Health cash plan funded by the business (as standard - can be upgraded via our flex-bens)
- £1,000 per annum spend within our benefits platform
- Company Days and off-site team building days
- Cycle to Work Scheme
- Enhanced Maternity pay
- Enhanced Sickness absence pay
- Free LinkedIn Learning - professional development platform with access to thousands of courses for TechnologyOne employees (full access licence)
- Defined career framework - know what options you have in your career path and how you can get there
- Access to our industry leading Employee Share Plan
At TechnologyOne (ASX: TNE), we're more than Australia's largest top 50 ASX enterprise SaaS company; we're a team driven by purpose! Our global SaaS ERP solution powers over 1,300 leading organisations, including government, education, health, and financial services. We take full responsibility for delivering outcomes - reducing time, cost, and risk; therefore, our customers can focus on what matters most. For over 38 years, we've been helping communities and organisations thrive by making life simple through innovative technology. Ready to make a real difference? Join us and help shape the future of enterprise technology while building a career that matters.
Support Analyst - UK in London employer: TechnologyOne
Contact Detail:
TechnologyOne Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst - UK in London
✨Tip Number 1
Get to know the company inside out! Research TechnologyOne's products, values, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common support analyst scenarios. Think about how you'd handle customer queries or technical issues. The more you rehearse, the more confident you'll feel when it counts!
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Support Analyst - UK in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Support Analyst role. Highlight your experience in Level 1 and Level 2 support, and showcase how your skills align with our mission to deliver exceptional customer experiences.
Showcase Your Problem-Solving Skills: We love candidates who can think on their feet! In your application, share specific examples of how you've tackled customer issues in the past. This will demonstrate your strong problem-solving abilities and commitment to service excellence.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We want to see your communication skills shine through, so make sure your points are easy to understand and get straight to the point.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at TechnologyOne!
How to prepare for a job interview at TechnologyOne
✨Know the Product Inside Out
Before your interview, make sure you understand TechnologyOne's Curriculum Management product. Familiarise yourself with its features and how it benefits customers. This will help you demonstrate your genuine interest and ability to provide effective support.
✨Showcase Your Problem-Solving Skills
Prepare examples of past experiences where you've successfully resolved customer issues. Highlight your analytical approach and how you identified practical solutions. This will show that you have the right mindset for a Support Analyst role.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, especially when discussing technical concepts. Good communication is key in this role, so be ready to explain how you would keep customers informed about their queries and ensure they feel supported throughout the process.
✨Emphasise Team Collaboration
Since you'll be working closely with cross-functional teams, be prepared to discuss how you’ve collaborated with others in previous roles. Share specific examples of how teamwork led to successful outcomes, showcasing your ability to work effectively in a collaborative environment.