At a Glance
- Tasks: Provide exceptional support for our Student Management product and resolve customer queries.
- Company: Join TechnologyOne, a leading SaaS company transforming businesses with innovative solutions.
- Benefits: Enjoy hybrid working, competitive pay, enhanced leave, and professional development opportunities.
- Other info: Diverse and inclusive workplace with a focus on creativity and innovation.
- Why this job: Make a real difference in customer experiences while developing your skills in a supportive team.
- Qualifications: Customer service passion and problem-solving skills; experience with software support is a plus.
The predicted salary is between 31500 - 38500 £ per year.
Technology One 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 Student 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.
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.
This role is offered on a hybrid working arrangement, with a requirement to work from our Paddington, London office three days per week.
Please also note, we're unable to provide visa sponsorship for this role.
Applicants must therefore have permanent and unrestricted right to work in the UK.
- What you'll be doing…
- As a
- Support Analyst
, you will be the primary contact for our customers to ensure a great experience post-product onboarding.
- Owning and resolving assigned product-related customer issues and questions in a timely manner.
- Understanding customer use cases, perform troubleshooting, and provide alternate solutions to customer issues.
- Creating knowledge base articles improves first call resolution and helps customers self-serve.
- Providing a compelling customer experience on every customer interaction to make our customers feel valued and important.
- Experience supporting enterprise software, ERP systems, or other complex business applications would be highly regarded but is not essential.
- Customer-centric - as a customer service professional, you have a passion for delivering an exceptional customer experience.
You thrive on taking a solution-based approach when analysing and resolving customer issues.
- Strong analytical and problem-solving skills, with the ability to troubleshoot issues and identify practical solutions.
- Someone who enjoys working with people, is committed to providing outstanding customer service, and is eager to learn and develop their skills.
- A proactive mindset, with a focus on continuous improvement and delivering value to customers
Why Join us?
Technology One 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 Technology One 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 Linked In Learning - professional development platform with access to thousands of courses for Technology One 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
Who we are…
At Technology One (ASX: TNE), we're more than Australia's largest top 50 ASX enterprise Saa S company; we're a team driven by purpose!
Our global Saa S 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.
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Support Analyst - UK in London employer: TechnologyOne
TechnologyOne is an excellent employer, offering a dynamic work culture that prioritises innovation and collaboration in the Education sector. With competitive remuneration and flexible remote/hybrid working options, employees enjoy a supportive environment that fosters professional growth and development through diverse training opportunities. Join us to make a meaningful impact while enjoying the unique advantages of working with a leading SaaS ERP provider.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst - UK in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TechnologyOne. 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 TechnologyOne 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 Support Analyst - UK in London
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 TechnologyOne:Your cover letter is your chance to shine! Tell us why you want to work at TechnologyOne 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 TechnologyOne!
How to prepare for a job interview at TechnologyOne
✨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.
