Customer Support Analyst

Right Now Recruitment; Basingstoke; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

Right Now Recruitment is recruiting for a Graduate / Entry-Level Customer Support Analyst in Basingstoke. The role is hybrid (2 days in office, 3 days remote) and offers an avenue to develop a deep understanding of hardware, data systems, and customer engagement.

The successful candidate is typically a STEM graduate with an interest in engineering analytics or a technical customer support background. Training and progression opportunities are available within a growing smart energy client

Qualifications

• Analytical electronics or STEM background preferred.
• Experience in technical customer support advantageous.
• Strong data literacy and advanced Excel skills are desirable.
• This role focuses on hardware and engineering systems, not general IT support.

Responsibilities

• Serve as core technical contact for UK customers across product lines.
• Own incidents and queries from engagement to resolution with SLAs.
• Collect, analyse logs and device data to pinpoint root causes and troubleshoot issues.
• Build relationships with customers through regular communication and on-site or lab deployments as needed.
• Coordinate testing and guide customers through test phases, managing escalations.
• Lead customer training for onboarding and ongoing product adoption.
• Contribute to a shared knowledge base to drive product improvements.

Skills

Analytical thinking

Technical customer support

Excel

Communication

Education

Graduate or equivalent

Job description

Do you enjoy solving intricate problems, analysing device data, and working closely with customers to deliver exceptional technical support?

We're looking for a Graduate / Entry-Level Customer Support Analyst to join a client of ours in the smart energy industry. This role is ideal for an analytical electronics graduate (or similar STEM field) or someone from a technical customer support background who wants to deeply understand physical hardware and data systems, rather than general IT helpdesk networks.

Considered an entry-level position within the company, it offers clear pathways for professional development and career growth.

Job Title: Customer Support Analyst

Salary: Up to £32,000 per annum

Hours: Monday to Friday

Location: Basingstoke (Hybrid - 2 days in the office, 3 days remote)

Type: Full-time, Permanent

Key Responsibilities

• Technical Support & Engagement: Act as a core technical point of contact for UK customers, providing responsive, customer-focused support across product lines.
• Incident Ownership: Own customer incidents and technical queries from initial engagement through to resolution, ensuring clear communication and alignment with agreed SLAs.
• Data & Log Analysis: Collect, analyse, and interpret logs, device data, and customer feedback to pinpoint root causes and troubleshoot firmware or hardware performance issues.
• Relationship Management: Build strong customer relationships through regular communication, technical discussions, and lab or on-site configuration and deployment support where required.
• Testing & Escalation: Coordinate the preparation of product samples for testing, guide customers through test assurance phases, and manage escalations.
• Customer Training: Lead and deliver customer training sessions to enable successful product onboarding, operational adoption, and long-term client success.
• Continuous Improvement: Build and maintain a shared knowledge base of customer issues, reporting trends to internal teams to drive physical product improvements.

The Successful Candidate

• Educational Background: Ideally a graduate or equivalent with an interest in Engineering/ Analytics or with exceptional Customer skills.
• Technical Experience: Previous experience in technical customer support relating to software, electrical goods, engineering hardware, or embedded devices is highly advantageous.
• Data Literacy: High computer literacy and advanced Excel skills are strongly preferred for managing, filtering, and diagnosing device metrics and production deployment data.
• Pure Tech Support Mindset: A clear understanding that this position is focused on hardware, engineering systems, and energy sector utilities, not standard corporate IT support or office network helpdesks.
• Problem Solver: A nuts-and-bolts analytical mindset with strong problem-solving skills and the ability to systematically trace issues back to their root cause.
• Strong Communicator: Excellent written and verbal communication skills, with the confidence to lead presentations and translate technical concepts to external clients.