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Overview
This range is provided by Tilo Consulting. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Our client is looking for candidates who are tech-savvy, curious, and passionate about helping others. Join a dynamic team as a Software Support Analyst, where you'll play a key role in delivering high-quality, multi-channel support for innovative software solutions. You’ll collaborate with professionals across HR, payroll, finance, and IT to resolve issues, improve service delivery, and enhance the overall customer experience.
Full product training will be provided, but a natural interest in technology and a desire to grow in a software support environment are essential.
What You’ll Be Doing
* Technical Support: Troubleshoot and resolve software and data-related issues, contributing to continuous product improvement.
* Case Management: Own support cases from start to finish, keeping customers informed and ensuring service level agreements are met.
* Knowledge Sharing: Create and maintain helpful support documentation and knowledge articles.
* Team Collaboration: Participate in team meetings, follow support procedures, and contribute ideas for improvement.
* Flexibility: Occasional travel and on-call support (evenings/weekends) may be required.
What We’re Looking For
* Experience in software support or strong technical aptitude.
* Excellent communication and case management skills.
* Familiarity with SLAs, KPIs, and customer satisfaction metrics (e.g., NPS).
* A team player who’s self-motivated and thrives under pressure.
* Analytical mindset with a passion for learning and improvement.
* Graduates from a Computer Science, Software Engineering, or Mathematics.
Why You’ll Love Working Here
Be part of a forward-thinking organisation that values innovation, collaboration, and personal growth. You’ll join a supportive environment where your ideas matter and your development is a priority.
Perks and Benefits
* 25 days annual leave + your birthday off
* Option to buy additional holiday
* Private medical insurance
* Life assurance (4x salary)
* Enhanced pension scheme (up to 8.5% company contribution)
* A wide range of flexible benefits to support your wellbeing and lifestyle
Seniority level
* Associate
Employment type
* Full-time
Job function
* Information Technology and Customer Service
Industries
* Technology, Information and Media, IT System Custom Software Development, and IT System Training and Support
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Luton, United Kingdom
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