Support Analyst

Reed Technology is working with an established SaaS company, currently seeking to hire a Support Analyst on a permanent basis.

Key Responsibilities:

• Provide first-line technical and customer support for the company's SaaS platform
• Handle support requests via email, phone, and messaging channels
• Investigate software issues using monitoring/diagnostic tools
• Reproduce customer-reported issues and identify root causes
• Troubleshoot platform issues including user access, configuration, workflows, and system behaviour
• Collaborate with development teams to replicate issues and support resolution
• Assist in testing fixes and validating resolutions before release to customers

Required Skills & Qualifications:

• 2+ years of experience in a technical / application support role
• Experience using ticket management systems such as Zendesk
• Strong communication and customer service skills.
• Experience supporting SaaS software applications.
• Strong problem-solving and troubleshooting abilities
• Ability to manage multiple support requests and priorities effectively.
• Interested and available to work from 2PM to 10PM and on-call (when needed).

Benefits:

• Permanent contract.
• Salary up to £40.000 / year (DOE).
• Remote work