At a Glance
- 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 innovation.
- 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
Who we are…
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 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
✨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
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.
