We are looking for a Software Customer Support Analyst to join our team here at Ventrica. In this role, you will serve as the first point of contact for troubleshooting and resolving technical issues related to software products. You'll work closely with end users, technical teams, and stakeholders to ensure smooth software functionality and excellent user experiences whilst demonstrating excellent customer service. You will be joining a team that leads the property technology industry, supporting millions of users in discovering, buying, selling, and renting homes. Together, the focus is on making moving simpler, more transparent, and stress-free through innovative software and exceptional service. Please note, this role is a 6 month fixed term contract. What you will be responsible for: Technical Support Respond to support requests via email, phone, or ticketing system, ensuring timely resolution of issues. Diagnose, troubleshoot, and resolve technical software issues related to Alto Software Groups applications and platforms. Escalate complex cases to the relevant technical teams when necessary, ensuring all details are documented. Customer Engagement Provide clear, step-by-step guidance to non-technical users. Build strong customer relationships through effective communication and a proactive approach to resolving issues. Collect and analyse user feedback to suggest improvements in software features. Prioritise based on internal Service Level Agreement and KPIs Software Monitoring Monitor system performance and report anomalies or outages to the appropriate teams. Contribute to the development of FAQs, knowledge bases and user guides Collaboration Work with cross-functional teams (engineering, product, customer service) to improve system performance and usability. Participate in regular training and keep updated on new software features and system updates Continuous Improvement Identify patterns in recurring issues and collaborate on permanent fixes. Contribute to team projects aimed at improving support efficiency. Adhere to GDPR and other relevant legislation and guidelines What you will bring to the table: Technical Proficiency : Familiarity with web-based software, CRM systems, and ticketing platforms (e.g., Zendesk, Jira, Google Suite and Micrsoft Office). Basic understanding of APIs, databases and software integrations is advantageous. Communication : Excellent verbal and written communication skills with the ability to simplify technical concepts. Customer-focused mindset with a friendly and professional demeanour. Problem-Solving : Strong analytical and troubleshooting skills. Ability to manage and prioritize multiple tasks effectively. Previous Experience: Desirable; experience in a software support or similar technical role (1-2 years minimum preferred). Previous experience in real estate, SaaS, or property technology sectors is a plus. Experience with HTML coding is a plus A degree in Computer Science, IT, or a related field Working Hours and Location: Full time – 37.5 Hours per week 09:00-17:30 Monday to Friday Fully remote, UK based only Homeworking Eligibility: Please refer to the following links to ensure your laptop/pc has the current supported systems: Windows 11 - Windows 11 Home and Pro - Microsoft Lifecycle | Microsoft Learn macOS - Apple macOS | endoflife.date Windows MUST be a Windows 11 compatible machines, but MUST also be equipped with the following: Windows 11 24H2 or later 8th Generation (or later) Intel i-Series processor or 3rd Gen (or later) AMD Ryzen processor 16GB RAM Minimum 15GB Free Storage Space Apple/macOS MUST be equipped with the following: macOS 14 (Sonoma) or later 8GB RAM Minimum 15GB Free Storage Space Please note: We do not allow Chromebooks or support Windows devices running in ‘ S Mode ’. Hardware & Software: Mobile Phone You MUST have an Apple or Android smartphone equipped with either iOS 17.0 (or later) or Android 13.0 (or later). This is required as part of the multi-factor authentication setup to safeguard your Ventrica account. Minimum Speed Requirements: Ping ms Maximum 20ms DOWNLOAD Mbps Minimum 20 MBps UPLOAD Mbps Minimum 5Mbps Please be advised we do not support any connection based on mobile networks Who are Ventrica? At Ventrica, we don’t just meet customer expectations—we exceed them. We’re a company fuelled by passion for technology and customer service, boldness in how we innovate, and trust in the relationships we build with clients and customers alike. As we continue to grow, we are looking for passionate individuals who can help shape the future of customer service with bold ideas and a commitment to excellence.