Software Support Analyst

Description

The company is hiring a Software Support Analyst on a permanent basis for its UK Product Support division. The role sits in the Epyx line of business and is based in the Meriden office.

You will become an expert on the whole software application and be the first person customers contact for help. You will give advice and solve complex problems for both existing and new customers.

You will report to the Head of Product Support and work closely with other teams in the division.

Responsibilities

• Handle first and second line queries, including escalating and managing software incidents with the product team and developers.
• Replicate and document incidents, and manage software tickets.
• Give customers detailed guidance on best practice, questions and operational problems when using the 1link services.
• Test new products and updates to existing products as new software releases come out.
• Work with new and existing customers to understand what they need from the solution and how to configure it best.
• Support the product specialists with daily tasks, including data and issue management.
• Deliver virtual training and support to new and existing customers, and occasionally train them on site.

Requirements

• Have 0-2 years of experience in this field or a similar one. Fresh graduates who want to build a career in this area are also welcome to apply.
• Have previous experience supporting software solutions on first or second line queries.
• Experience with JIRA, Slack, SQL Studio or Team Foundation Server is useful but not required.
• Experience with system integrations using XML (SOAP) web services, JSON APIs or FTP processes is useful but not required.
• Manage well under pressure.
• Be detail oriented.
• Enjoy the build and support processes for software.
• Be assertive, a team player, and able to juggle multiple tasks.

Conditions

The role is based in the Meriden office, in a workspace assigned to you there.

The company provides company-issued equipment and formal, hands-on training.

Compensation is based on objective, job-related factors such as skills, experience, qualifications and market benchmarks. Pay ranges are shared in the posting or before interview where the law requires it, and bonuses, incentives or variable pay may also apply.

The company is committed to fair and transparent pay practices.

Benefits

• Four times salary life insurance.
• Pension scheme with a 5% employer contribution.
• Private healthcare.
• 25 days of holiday, plus the option to buy or sell holiday.
• Access to LinkedIn Learning.
• Rewards and discounts through Gratitudes.
• Career progression.