Role Overview
Auto.Works is seeking a proactive and adaptable individual to join our growing team in a hybrid Customer Support and Business Analysis role. This position sits at the intersection of customer success, product development, and technology, offering exposure to both business and technical domains. You will play a key role in understanding customer workflows, identifying opportunities for improvement, and translating these into structured requirements that support product evolution. Alongside this, you will provide hands‑on technical support, ensuring customers successfully adopt and use the platform. This is an ideal opportunity for someone who wants to develop into a Business Analyst, Technical Analyst, or Product-focused role.
Graduate Customer & Technical Analyst Responsibilities
* Engage directly with customers to understand their operational workflows, processes, and objectives.
* Elicit, analyse, and document business requirements using structured approaches.
* Create clear documentation such as user stories, use cases, process maps, and requirement briefs.
* Identify inefficiencies and recommend process improvements aligned with customer and business goals.
* Support backlog creation and prioritisation by articulating business value and impact.
* Ensure alignment between customer expectations and delivered solutions.
* Technical Business Analysis Responsibilities
* Translate business requirements into functional and technical specifications.
* Work closely with engineering and product teams to clarify requirements and validate solutions.
* Assist in defining acceptance criteria and supporting testing activities.
* Investigate system behaviours, integrations, and data flows to support issue resolution.
* Contribute to documenting system architecture, workflows, and integration points.
* Support analysis of APIs, configurations, and technical dependencies where relevant.
Technical Support Responsibilities
* Provide first-line and second-line support to customers using the Auto.Works platform.
* Diagnose and troubleshoot technical issues across configurations, workflows, and integrations.
* Work collaboratively with internal teams to resolve complex issues.
* Maintain accurate records of issues, root causes, and resolutions.
* Continuously identify recurring issues and contribute to long‑term fixes and improvements.
Customer Engagement
* Act as a trusted point of contact for customers throughout onboarding and ongoing usage.
* Deliver training sessions, onboarding support, and product demonstrations.
* Visit customer sites when required to support implementation and troubleshooting.
* Build strong, long‑term relationships with customers to understand evolving needs.
Internal Collaboration
* Collaborate closely with product and engineering teams to communicate customer insights.
* Provide structured feedback to influence product roadmap decisions.
* Contribute to improving internal documentation, tools, and processes.
* Support a culture of continuous improvement across customer experience and product delivery.
Required Skills & Attributes
* Strong communication and stakeholder management skills.
* Analytical mindset with the ability to break down complex problems.
* Ability to gather, structure, and document requirements clearly.
* Interest in technology, systems, and how they support business processes.
* Highly organised with strong attention to detail.
* Self‑motivated and comfortable working in a fast‑paced environment.
Requirements
* Full UK driving licence.
* Own vehicle and willingness to travel to customer sites.
* Based in the UK with flexibility for occasional UK and international travel.
* Right to work in the UK.
* Basic technical aptitude and willingness to learn.
Desirable Skills
* Exposure to Business Analysis or Technical Business Analysis practices.
* Experience supporting SaaS or software platforms with an understanding of APIs. Integrations or Data Flows
* Familiarity with tools such as Jira, Confluence, or similar.
* Previous customer-facing experience.
Career Development & Growth
* This role offers a strong foundation for progression into Business Analysis, Technical Analysis, or Product Management roles.
* You will gain hands‑on experience working with real customer requirements and live systems.
* Opportunities to develop both technical and business‑facing skills in a fast‑growing company.
* Direct exposure to product development and strategic decision‑making.
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