Technical Support Analyst

Technical Support Analyst
Norwich (Hybrid) | £31,000 + Bonus

I'm delighted to be exclusively partnering with a growing SaaS business as they continue to expand their customer support function. This is an excellent opportunity for a personable and technically minded support professional who enjoys solving problems, delivering exceptional customer service and helping customers get the very best from software solutions.

Working within a collaborative team, you'll support customers throughout their journey, from onboarding and training through to ongoing technical support, troubleshooting and product adoption. This role offers a 35-hour working week, hybrid working, and the opportunity to join a well-established software business with an impressive customer base across the UK.

Key Responsibilities

• Provide 1st and 2nd line support for a SaaS software platform
• Manage and resolve customer support tickets through to completion
• Investigate, troubleshoot and diagnose technical issues
• Deliver software onboarding, demonstrations and customer training
• Support software installations and system configuration
• Create and maintain customer-facing documentation and knowledge articles
• Build trusted relationships with customers and provide an outstanding support experience
• Identify opportunities to improve products, processes and customer...