Are you a tenacious problem solver with a passion for technology and delivering exceptional client service? We’re working with an exceptional SAAS company who are looking for a Technical Support Analyst to join our dynamic team!
The Role
As a Tech Support Analyst, you’ll:
1. Triage support requests and incidents
2. Schedule and manage work requests effectively
3. Investigate root causes of issues and solve them using your product knowledge
4. Communicate clearly with clients and internal teams, keeping them informed on status updates and progress
5. Empower users with self-serve resources through Help Centre and in-app tools
Your ability to categorise and prioritise requests will be essential for meeting deadlines and managing client expectations!
If you’re a self-motivated, extremely organised individual with a passion for tech, you’re the one we need!
Key Qualifications:
1. Problem-solving expert who thrives on adding value at every touchpoint
2. Team player with a strong sense of ownership
3. Passionate about technology and confident with Microsoft packages
4. Experience in IT/Application/Software Support or similar roles
5. Knowledge of the ITIL service desk management lifecycle
6. Experience with tools like Jira, Zendesk, Salesforce is a big plus
7. Manage and triage all tech support requests efficiently
8. Be the escalation point for client queries, ensuring clear communication
9. Use your tech knowledge to investigate incidents and document resolutions
10. Own and enhance the support knowledge base to reduce repetitive queries
11. Ensure SLA targets are met and provide regular reporting
12. Contribute to internal team improvements and UX feedback
13. Prioritise requests based on client needs and urgency
Why Join Us?
1. Work in a fast-paced, tech-driven environment with exciting challenges every day
2. Be part of a team that values innovation, collaboration, and professional growth
3. Opportunities to develop your expertise and advance your career in tech
If you're ready to take on this exciting challenge and want to help clients get the most out of technical products, we want to hear from you! Apply today and become a Technical Support Analyst superstar!
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