Support Analyst
Location: Wilmslow And WFH (Hybrid)
We are the Citation Group. We offer colleagues and clients an opportunity they will not gain at many other businesses. We are interested in growth, investment and service excellence. We have never and will never grow our business by cost cutting or tying people up in bureaucracy. We don't do politics we want people focused upon actions and delivery. We don't do micro management we empower, support and innovate. We are leaders, not empire builders and we love our business.
The Citation Group has grown rapidly over the past few years and have big ambitions for the future. As a Private Equity backed business, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions.
The role
* Be the first point of contact for colleagues, providing friendly and proactive first and second-line support across core business systems including Salesforce, HubSpot, FileMaker, ALB and Freshdesk, whether via portal, email, phone or in person.
* Capture and categorise support requests with care, recording key details, symptoms and resolution steps to help build a clearer picture of recurring issues.
* Quickly resolve everyday system challenges and keep things moving, while confidently escalating more complex cases to third-line support or trusted external partners.
* Take real ownership of user issues from start to finish, keeping colleagues updated and making sure resolutions are delivered promptly and within agreed service levels.
* Keep system documentation fresh and contribute helpful content to internal knowledge bases so the whole team can benefit.
* Support user access and carry out essential administration tasks to keep business systems running smoothly.
* Collaborate closely with internal teams and third-party vendors, building strong relationships that help ensure seamless service and happy users.
* Stay on top of ticket queues, keeping an eye on SLAs and stepping in early to escalate issues if service performance is at risk.
About you
We're searching for someone who thrives on helping others, enjoys solving puzzles, and brings a positive, can-do approach to everything they do. You'll be the kind of person who:
* Communicates brilliantly across all channels – whether on the phone, by email or face-to-face.
* Has a sharp eye for detail and a knack for problem-solving, spotting issues quickly and getting to the heart of them.
* Stays organised and calm under pressure, able to prioritise when everything feels urgent.
* Brings empathy and a user-first mindset to every interaction, making people feel heard and supported.
* Takes initiative and approaches challenges proactively, always looking for ways to make things better.
* Can translate technical jargon into plain, clear language for non-technical users, making complex things easy to understand.
Tech You'll Work With
You don't need to know it all from day one, but experience with some of the following would be a huge plus:
* Business Systems: Salesforce, HubSpot, FileMaker, ALB, Freshdesk, Vonage CC, Vonage UC
* Productivity Tools: Microsoft Teams, Outlook, Office 365
* Operating Systems / Cloud Platforms: Windows 11, Azure
* Support Tools: Jira Service Management, Freshservice
Here's a taste of the perks we roll out for our extraordinary team members:
25 Days of Holiday + 8 Bank Holidays:
We're talking sun-soaked beaches, snow-capped mountains, or simply your favourite cozy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
Birthday Bliss:
Your birthday isn't just another day on the calendar; it's YOUR day Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
Post-Wedding Bliss:
Newlyweds, we've got something special for you too Extra weeks of holiday to bask in the glow of post-wedding happiness.
Growing Families:
We're all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
Healthcare cash plan:
Your well-being is our priority. That's why we offer private healthcare to ensure your peace of mind and keep you feeling your best.