Customer Support Analyst – Milton Keynes
Salary: £27,000 – £30,000
Our client is seeking a Customer Support Analyst to join their dynamic team, playing a key role in supporting and maintaining internal and external applications across multiple platforms and technologies. You’ll ensure exceptional service standards, using creativity and initiative to troubleshoot and resolve technical issues — including those that are business-critical.
This role suits someone who thrives in a fast-paced, customer-driven environment, with a balance of technical understanding and strong problem-solving skills.
Key Responsibilities:
* Manage and resolve logged support cases within agreed client and internal SLAs.
* Prioritise and coordinate customer support requests efficiently.
* Escalate complex issues promptly to appropriate technical teams.
* Maintain up-to-date and detailed client records in the Support System for full team visibility.
* Identify and raise potential SLA risks early to prevent delays or breaches.
* Accurately log email support queries into the Support System.
* Collaborate with Customer Experience Managers and Project Managers to provide updates on progress, risks, and resolutions.
* Keep clients informed throughout the support process with clear, timely communication.
* Ensure unresolved issues are escalated within SLA to maintain service continuity.
What You’ll Bring:
* Proven experience in customer service with a strong commitment to delivering excellent client experiences.
* Proactive and independent approach to work, with solid analytical and troubleshooting abilities.
* A foundational understanding of IT infrastructure and systems.
* Working knowledge of relational databases and experience with Microsoft SQL Server.
* A degree in Computer Science or a related discipline, or equivalent hands-on experience.
What’s on Offer:
* 25 days annual leave plus bank holidays, with extra days for long service.
* Two wellbeing days per year and a personal budget to spend quality time with someone important to you.
* Enhanced pension contributions to support your financial wellbeing.
* Two paid volunteering days each year for charitable or community initiatives.
* Salary sacrifice options including electric vehicle and cycle-to-work schemes.
* 24/7 access to an Employee Assistance Programme for confidential support.
* Annual full health check.
* A flexible benefits platform offering discounts, life assurance, and learning opportunities.
* A supportive, people-first culture focused on wellbeing and growth.
* Performance-related bonus recognising your contribution.
* Regular team and company-wide social events, with each department allocated its own budget.
* Opportunities to attend conferences, learning forums, and away days in the UK and abroad.