Application Support Analyst

BPM Tech; Leeds, Bradford; Hybrid; GBP 25,000 - 36,000; Full time

Job summary

BPM Tech in the United Kingdom is seeking an Application Support Technician to provide 1st line support for customer applications in a growing SaaS environment.

This customer-facing role involves triaging issues, guiding users and working with Engineering, Product, Account Management and IT Service Delivery to resolve problems.

The position is hybrid with 2 days on site in Leeds or Bradford and offers exposure to SLA/KPI targets and knowledge base development.

Qualifications

• 2+ years' experience in application support or technical customer support.
• Strong customer service and communication skills.
• Methodical troubleshooting and problem solving.
• Experience with Jira Service Management advantageous.
• Knowledge of SQL and databases, ideally within a SaaS environment.
• ITIL knowledge or experience would be beneficial.
• Comfortable working independently in a hybrid environment.
• Excellent attention to detail and ownership of customer issues.

Responsibilities

• Act as the first point of contact for customers
• Triage, log and diagnose application issues
• Manage tickets through Jira Service Management
• Provide customers with product, usability and troubleshooting guidance
• Escalate more complex issues to Engineering/Product teams
• Create and maintain knowledge base and user documentation
• Work to SLA and KPI targets
• Help improve support processes and the overall customer experience

Skills

Jira Service Management

SQL & Databases

Customer Service

Troubleshooting

Communication

Independent Worker

ITIL

Job description

Application Support Technician

Hybrid, 2 days a week onsite - Leeds or Bradford

We're looking for a Customer Application Support Technician to join a growing SaaS environment, providing 1st Line application support to external customers and businesses.

This is a customer-facing application support role where you'll troubleshoot issues, manage tickets, guide users and work closely with Engineering, Product, Account Management and IT Service Delivery to get problems resolved.

What you'll be doing:

• Act as the first point of contact for customers
• Triage, log and diagnose application issues
• Manage tickets through Jira Service Management
• Provide customers with product, usability and troubleshooting guidance
• Escalate more complex issues to Engineering/Product teams
• Create and maintain knowledge base and user documentation
• Work to SLA and KPI targets
• Help improve support processes and the overall customer experience

What we're looking for:

• 2+ years' experience in application support or technical customer support
• Strong customer service and communication skills
• A methodical approach to troubleshooting and problem solving
• Experience with Jira Service Management would be advantageous
• Knowledge/exposure to SQL and databases, ideally within a SaaS environment
• ITIL knowledge or experience would be beneficial
• Comfortable working independently in a hybrid environment
• Excellent attention to detail and ownership of customer issues

Important:

This is a pure application support role - you won't be dealing with hardware or general IT infrastructure troubleshooting.

Monday-Friday, with flexible rota coverage between 8am-6pm.

If you're an application support professional who enjoys solving problems, working directly with customers and getting to the root of issues, this could be a great opportunity.