Web Support Analyst
East Sussex
£28,000 + depending on experience
Are you passionate about technology and customer support? Do you thrive in dynamic environments where your skills can make a difference? Our client is looking for a Web Support Analyst to join their vibrant Web Support team! This is a fantastic opportunity to contribute to enhancing online services and making a real impact on customer experiences.
What You'll Do:
As the primary point of contact for customer web and NCompass (our bespoke EPOS solution) related support, you will:
Provide Support: Deliver second-line support for web, NCompass, and integration-related queries via phone and email, ensuring customer satisfaction.
Resolve Issues: Investigate and resolve operational issues affecting customer websites and connected systems, using your analytical skills.
Utilise Your Skills: Diagnose faults and analyse data using system tools, application interfaces, and SQL queries.
Collaborate: Work closely with the Web Manager to escalate defects, development requirements, or infrastructure issues as needed.Operational Excellence:
Your role will also involve ensuring the smooth operation of the internal NCompass platform:
Make Changes: Perform site-by-site configuration and operational adjustments to meet customer requirements.
Implement Updates: Execute controlled front-end changes using HTML, CSS, and JavaScript where applicable.
Follow Procedures: Carry out defined server or environment tasks in accordance with documented procedures and authorisation.
Record Everything: Ensure all changes are tested, recorded, and applied in line with company policies.Documentation & Communication:
You'll play a key role in maintaining clear communication and documentation:
Create Guides: Prepare and maintain customer-facing guides, training materials, and operational documentation.
Support Procedures: Keep internal support procedures and knowledge resources up to date.
Engage: Assist in the preparation of company brochures, newsletters, and web communications to keep everyone informed! Continuous Improvement:
We're looking for someone who can help our client evolve and improve:
Understand Needs: Develop a deep understanding of customer needs, common challenges, and emerging trends in online selling and web usability.
Identify Opportunities: Spot recurring issues and communicate these to the Web Manager and development team for continuous improvement.
Be Proactive: Contribute ideas and practical suggestions to enhance the company's web and EPOS platforms.
Share Insights: Participate in team discussions to share customer feedback, operational insights, and industry observations.What You'll Need:
To succeed in this role, you should have:
Understanding of HTML, CSS, and JavaScript for front-end adjustments.
Experience using SQL for data investigation and reporting.
Familiarity with website platforms, integrations, or EPOS/web-connected systems.
General understanding of hosting environments, APIs, or basic server concepts.
Experience in a customer-facing technical support or training role.
Our client offers a supportive and collaborative environment where your contributions matter. This permanent position is based in East Sussex, providing a perfect blend of professional growth and work-life balance.
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