2nd Line Support Analyst

Nurtur; East Midlands; Hybrid; GBP 25,000 - 39,000; Full time

Benefits offered by this job

25 days holiday

Bank holidays

Perkbox

Health Shield cash plan

Death in Service

Company Sick Pay

Bike to Work

Job summary

Nurtur is seeking a Customer Support Analyst for our Little Eaton office near Derby. You will respond to escalated questions and those received via calls, emails and live chat, resolving issues and ensuring customers have the information needed to progress their queries.

You will mentor Tier 1 Agents, escalate unresolved items promptly, and keep customers updated at every step. Hybrid working is available after probation, with standard hours and a supportive team culture.

Qualifications

• Excellent communication skills across phone, email, and live chat.
• Strong understanding of customer service principles.
• SQL querying required; HTML/CSS knowledge is a plus for problem solving.

Responsibilities

• Respond to escalated queries from Customer Support Pods and via calls, emails, and live chat.
• Provide clear information and resolve customer issues to move queries forward.
• Mentor Tier 1 Agents and escalate outstanding queries promptly while keeping customers updated.

Skills

Great communicator

Customer service

SQL querying

HTML/CSS basics

Independent worker

Team player

Proactive

Curiosity/learn

Job description

nurtur is a diverse group of SaaS software brands focused on generating revenue, demonstrating ROI, utilising data to programmatically determine decisions, an industry leader in Insights and a champion of best practice and innovation within the sector. This enables our customers to automate manual processes and focus on their customers, which in turn increases their revenue and profitability.

Our Vision is to nurture, capitalise, and deliver return on investment for all users of our world class, data-driven ecosystem.

The opportunity

Responding to questions and queries escalated from the Customer Support Pods, or received through calls, emails and live chat, you will thrive on resolution; seeking out answers for our customers and ensuring they have all the information to move them forward with their query.

Our customers will feel fulfilled thanks to your positive and helpful demeanour, you will be a good judge of technical ability and adjust your responses accordingly.

You will enjoy collaborating with your colleagues, sharing information and mentoring Tier 1 Agents, escalating any outstanding queries in a timely manner, ensuring the customer is updated every step of the way.

About You

• Great communicator – over the phone, email or our live chat platform, you are able to clearly and accurately convey information, whilst able to adapt effectively to the requirement of your audience.
• Fantastic understanding of customer service – as one of our core values, you understand the importance of our customers and their requirements.
• Tech savvy – although the ability to code is desirable, it is not essential. However, you do need to know your way around ‘tech’ and can quickly pick up new skills and learn your way around a new system or two. In this role, SQL querying is an essential part of daily life as a Support Analyst, with any understanding of HTML/CSS beneficial when problem solving.
• Ability to work independently – you are able to monitor your own ‘to do’ list, actively ensuring you complete all your actions, while always on the lookout for the next customer request or anything urgent that may arise.
• Team player – whilst working independently, we are a team and need to work as one, meaning you are able to work with colleagues to buddy up on a problem, share information and share the workload.
• Proactive worker – making use of the daily generated reports, you are able to recognise and proactively resolve problems before they become an issue for our customers.
• A Thirst for knowledge – you will show a curiosity for how things work – you will want to constantly develop your knowledge of Nurtur Techs Systems

This will be based out of our Brief Your Market office commercial building in Little Eaton which is a beautiful village on the outskirts of Derby. It’s a great location with free on-site parking and plenty of local amenities.

Working hours are 9 am – 5.30 pm Monday to Friday so you’ll have the weekends to relax and recharge.

Hybrid working will be available after probation period is passed.

The Successful Applicant Will Receive And Have Access Too

• 25 days holiday plus the 8 bank holidays
• Perk box
• Health Shield cash plan to recoup the cost of services such as dentistry, opticians etc.
• Death in Service Cover
• Company Sick Pay
• Bike to Work scheme.