Overview
Service Desk Support Analyst role at TipTopJob. This is a remote (UK-based) full-time position supporting customers across UK and US time zones in a SaaS environment.
Location & Employment Type
Location: Remote (UK-based).
Type: Full-time.
Salary
Salary: GBP 33,000 – GBP 36,000 per annum plus a GBP 4,000 shift rotation allowance. Total potential salary: GBP 37,000 – GBP 40,000 per annum.
Start Date
Start Date: ASAP.
About the Role
We are hiring a proactive and customer-focused Support Analyst to join our client’s Customer Operations team. Reporting directly to the Head of Customer Operations, this home-based role offers an excellent opportunity to support customers across UK and US time zones as part of a well-established SaaS business. You will provide technical support and troubleshooting, delivering a high-quality support experience to users of the platform.
Working Hours
This role follows a rotating shift pattern to provide full coverage across UK and US business hours:
* Shift 1: 08:30 – 16:30 GMT/BST
* Shift 2: 14:00 – 22:00 GMT/BST
The shift alternates weekly between two Support Analysts. Adjustments may be required to cover colleague annual leave and public holidays (UK Bank Holidays and US Federal Holidays are shared between the team). Note: Support is required during standard UK (GMT/BST) and US (EST) hours; no out-of-hours support is needed.
Key Responsibilities
* Provide front-line support to customers, troubleshooting and resolving technical issues via email, chat, and occasional calls.
* Act as the first point of contact for incoming support requests through a ticketing system.
* Escalate more complex issues to Level 2/3 support teams where appropriate.
* Maintain detailed documentation of support interactions and resolutions.
* Collaborate with internal teams to improve customer experience and inform product development.
* Assist with onboarding of new customers and training where needed.
* Contribute to support documentation and help centre articles.
About You
We’re looking for someone with a strong customer focus, technical aptitude, and a calm, problem-solving approach.
Essential Skills & Experience
* Experience in a support analyst or helpdesk role (ideally within a SaaS environment).
* Ability to diagnose and resolve technical issues efficiently.
* Excellent written and verbal communication skills.
* Comfortable working remotely and independently, while collaborating with a wider support team.
* Experience working in a shift-based support environment is a plus.
Desirable
* Level 2 support experience within a SaaS support desk.
* Experience supporting enterprise or B2B customers.
* Familiarity with support tools such as Zendesk, Jira, or similar ticketing systems.
What’s On Offer
* Competitive salary GBP 33,000 – GBP 36,000 depending on experience.
* GBP 4,000 shift rotation allowance for covering unsociable hours (18:00 – 22:00).
* Flexible remote work environment.
* Supportive and collaborative team culture.
* Exposure to a global customer base and modern SaaS technologies.
Application & Closing Date
If you would like to apply for the role of Support Analyst, please apply or call Jade. Closing date is 21 August 2025. This date may change subject to suitable applications.
Hawk 3 Talent Solutions are acting as an employment agency on behalf of its client. By applying you understand your data will be processed in line with our Privacy Policy. To view the full Privacy Policy, visit our website. Hawk 3 Talent Solutions is committed to the selection, recruitment and development of the best people, basing judgments solely on the job’s suitability. While we endeavour to respond to all applications individually, high volumes may delay responses. Thank you for your interest in this role.
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