Support Analyst / Customer Support Executive – Remote - £25K-£26K Benefits Entry-level role with full in-house training provided Brand new position, chance to shape the role from day one Join a fast-growing business in the Learning & Development space I'm working with a long-standing client who are hiring their very first Support Analyst/Customer Support Executive as they expand their offerings. You'll be the first point of contact for customer queries, helping users get the most out of their platform through excellent support and problem-solving. What's in it for you? 100% remote working – no commute, total flexibility Salary up to £26K DOE 24 days holiday bank holidays Monday – Friday: 9am – 5pm (37.5 hours) 4% pension contribution Paid Leave over Christmas and New Years Professional training and development opportunities Optional quarterly team meet-ups and social events This company has gone from strength to strength and is kicking off 2026 with this exciting new role. They operate on a fully remote, trust-based culture where you're empowered to manage your own workload and deliver results. What you'll be doing: Act as first point of contact for customer support Log, triage and manage support tickets efficiently Answer queries about platform usage, configuration, permissions and functionality Troubleshoot basic issues and replicate problems in test environments Escalate complex cases to relevant technical teams Keep customers informed on ticket progress and resolution timelines Maintain accurate support documentation, FAQs and internal knowledge base Identify trends and suggest improvements to the customer experience Stay current on platform features, updates and best practices What they're looking for: Experience in customer support, helpdesk or a similar service role Strong communicator who can confidently engage with customers Problem-solving mindset with a proactive approach Excellent organisational skills and ability to manage multiple priorities Positive, customer-focused attitude Exposure to SaaS products or digital tools Solid IT skills and confidence using web-based systems Nice to have: Basic understanding of e-learning concepts or online training platforms Experience using a Learning Management System (LMS) – ideally Moodle-based Familiarity with support ticketing systems such as Jira, Zendesk or HubSpot They're a tech-savvy, innovation-driven and transparent team on a mission to make their customers' vision for learning a reality. If this sounds like the opportunity you've been waiting for, APPLY NOW or email. *Please note: you must be UK-based with current Indefinite Leave to Remain status. This role cannot offer visa sponsorship. Support Analyst / Customer Support Executive – Remote - £25K-£26K Benefits As an industry leading, nationwide Marketing, Digital, Analytics, IT and Design recruitment agency, we are continually receiving new assignments to work on, so keep a close eye on our website, Facebook, LinkedIn and Twitter pages for a full list of current permanent and interim opportunities as well as marketplace news and fun stuff. Forward Role is operating as an employment agency.