Customer Support Analyst

Johnson Controls; Metropolitan Borough of Solihull; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading technology company is seeking a Client Support Analyst to ensure clients receive accurate data and support. In this role, you'll handle client queries, analyze data for trends, and collaborate with customer success teams. Excellent communication and advanced Excel skills are crucial. This position offers a competitive salary, a performance-based bonus, and extensive benefits including a flexible hybrid working model.

Benefits

Competitive salary

Performance-based bonus

Flexible hybrid working

Generous leave

Career development opportunities

Qualifications

• At least 1 year of experience in a Client Support or Analyst role.
• Ability to explain technical topics clearly to a range of audiences.
• Desire to learn and grow in a supportive environment.

Responsibilities

• Handle inbound client queries via email.
• Serve as a main contact for key clients.
• Analyse data to identify trends and issues.
• Collaborate with teams to resolve complex queries.
• Ensure a consistently positive client experience.

Skills

Excellent verbal and written communication skills

Strong interpersonal skills

Proven multitasking and time management abilities

Proactive problem-solver

Advanced Microsoft Excel skills

Tools

Salesforce

Remedy

Power Query

Power Pivot

Job description

Job Description

What you will do

As a Client Support Analyst, you’ll be a key member of our Client Support team, ensuring our clients receive accurate, actionable data. You’ll respond to queries, analyse data for trends and anomalies, and proactively monitor client data to ensure quality and consistency.

What we offer

• Competitive Salary: Reflecting your skills and experience.
• Bonus Plan: Performance-based bonus to reward your impact.
• Flexible Hybrid Working: Designed to suit your lifestyle and work-life balance.
• Generous Leave: 25 days of annual leave plus Bank Holidays
• Holiday Purchase Scheme: Buy up to 10 additional days, increasing your total entitlement to the equivalent of 35 days.
• Comprehensive Benefits: Including a pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme.
• Exclusive Discounts: Enjoy savings with high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.
• Career Development: Access to extensive training and advancement opportunities.

How you will do it

• Handle inbound client queries via email, triaging and assigning requests efficiently.
• Serve as a main contact for key clients—preparing reports, joining monthly calls, and driving process improvements.
• Analyse data using Excel to identify trends and issues.
• Collaborate with Customer Success Managers to resolve complex queries.
• Ensure a consistently positive client experience through excellent service.

What we look for

Required

• Excellent verbal and written communication skills, with the ability to explain technical topics clearly to a range of audiences.
• Strong interpersonal skills and the ability to build trusted relationships with clients and colleagues.
• Proven multitasking and time management abilities, with a knack for prioritising effectively.
• A proactive problem-solver with a desire to learn and grow.
• At least 1 year of experience in a Client Support or Analyst role, including use of CRM tools like Salesforce or Remedy.
• Advanced Microsoft Excel skills, including pivot tables, XLOOKUP, and data visualisation using charts and graphs.

Preferred

• Experience with Power Query and Power Pivot in Excel.
• A track record of adopting new technologies and improving internal processes.
• Experience in process review and optimisation, working with both internal teams and clients.

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