Application Support Analyst

Application Support - (Functional Support of Bespoke SAAS platforms) Hybrid – Falkirk or Bedfordshire Area (1 day per week in the office) Full-Time | Permanent £28,500 - £35,000 + Benefits (Pension / Shares / Profit Share / Flex-working) An established and growing UK software organisation is looking for a Application Support Consultant to join its Customer Services team supporting specialist enterprise software platforms used within infrastructure and public sector environments. This is an excellent opportunity for an experienced Application Support or Helpdesk professional who enjoys customer interaction, technical troubleshooting, and working within a collaborative software environment. The Role You will act as a key point of contact for customers, providing responsive support and guidance across a range of software-related queries and operational issues. Working closely with Development, Account Management and Technical teams, you will help ensure customers receive an efficient, professional and dependable service experience. Key responsibilities include: * Responding to customer support queries and incidents * Investigating and prioritising technical issues in line with SLAs * Providing guidance on software functionality and operational usage * Escalating and co-ordinating complex issues with internal specialists * Supporting software QA testing activities before releases * Maintaining accurate CRM and customer records * Producing customer-facing support documentation and guidance materials * Assisting with managed services activities where required * Developing specialist product knowledge over time * Supporting continuous improvement across customer service operations What We’re Looking For Essential Skills & Experience * Previous experience within an Application Support or Helpdesk environment * Strong customer service and stakeholder communication skills * Ability to manage multiple priorities and support requests * Understanding of the software delivery lifecycle * Experience working within SLA-driven support environments * Strong troubleshooting and problem-solving capabilities * Team-focused attitude with a proactive approach Desirable * Experience within a software or SaaS business * Knowledge of ITIL or ISO27001 environments * Experience supporting enterprise or web-based applications * Exposure to managed services operations Why Apply? This is a fantastic opportunity to join a forward-thinking software business offering long-term career development, varied responsibilities and exposure to modern web-based applications and customer operations. You’ll work in a collaborative environment where your contribution is valued and where you can continue developing both your technical and customer-facing skills