Software Support Analyst

R13 Recruitment are on the search for an IT Software support professional to join a growing tech business during a period of exciting growth. This is a brand-new opportunity to join an established support team due to ongoing growth, providing technical assistance to customers for a bespoke software, supporting clients across the UK. You'll be responsible for handling incoming support requests, investigating issues and guiding customers through solutions across phone, email and chat channels. It's a great opportunity for someone with previous technical support experience who enjoys problem-solving, communicating with customers and developing their technical knowledge within a specialist software environment. The Company An established technology business specialising in software solutions, development and technical support. Working with a range of professional services clients, the business combines technical expertise with a strong focus on customer service and long-term relationships. Your Benefits * Hybrid working, with three days working from home. * Two days per week in the office following initial onboarding. * Initial training and ongoing technical development. * Opportunity to work closely with an in-house development team. * Further progression opportunities as your experience develops. * 25 days holiday + bank holidays + birthday off * Pension scheme * Car parking The Day to Day * Providing technical support to customers across a specialist software platform. * Managing incoming queries through phone, email and chat functions. * Logging, prioritising and resolving support tickets. * Investigating software issues and identifying appropriate solutions. * Supporting Microsoft-based systems and Azure environments. * Explaining information clearly to customers with varying levels of technical knowledge. * Liaising with internal developers to investigate and resolve more complex issues. * Carrying out system administration and configuration tasks where required. * Maintaining accurate records and keeping customers updated. * Identifying recurring issues and contributing to service improvements. * Supporting software updates, releases and testing activities. You Will Have * At least two years' experience in a technical support role (software-based). * Experience supporting software, applications or business systems. * Knowledge of Microsoft technologies and Azure. * Strong troubleshooting and problem-solving abilities. * Excellent communication skills, both written and verbal. * The ability to explain technical concepts to non-technical users. * Confidence managing multiple queries and prioritising workloads. * A customer-focused approach and a genuine interest in helping others. * Familiarity with ticketing systems such as Halo would be beneficial. How to Apply To hear more details about this opportunity, please email your CV to Rebecca Headden – Business Partner at R13 Recruitment. If you do not hear from us within 5 working days of submitting your CV, please assume you have been unsuccessful on this occasion. xjnqpsq For candidates applying from outside the local region, please include a brief covering note outlining your relocation plans, current location, and anticipated timeframe for moving. Applications without this information may not be considered further