Customer Support Analyst (SQL)

MCS Group | Your Specialist Recruitment Consultancy; Belfast; Hybrid; GBP 31,500 - 38,500; Full time

Benefits offered by this job

Healthcare

Gym support

Bonus perks

Strong team culture

Clear progression opportunities

Job summary

MCS Group is seeking a Customer Support Analyst in Belfast. This role requires experience with service desk tools and strong Excel skills, plus a passion for problem-solving. The role includes troubleshooting client issues and onboarding support. The position offers a hybrid work model, a benefits package including healthcare and gym support, and clear opportunities for progression. Salary is up to £35,000 depending on experience.

Qualifications

• Previous experience in technical support or software support.
• Detail-focused and calm under pressure.
• Willingness to learn and develop.

Responsibilities

• Acting as the first point of contact for client queries and incidents.
• Logging, prioritising and resolving support tickets in line with SLAs.
• Troubleshooting issues and working closely with internal teams to find solutions.
• Communicating clearly with clients via email, phone and video.
• Supporting onboarding, training sessions and webinars.
• Contributing to knowledge base articles and continuous improvement.

Skills

Experience with service desk tools (e.g. Zendesk, Jira, Freshdesk)

Strong Excel skills

Interest in data (SQL is a bonus)

Clear communicator

Naturally organised

Curious mindset

Job description

Overview

MCS Group is working exclusively with a fast-growing business that\'s helping global organisations simplify complex finance, tax and regulatory reporting through their innovative software platform. Their software is used by senior finance leaders worldwide, and the business is properly scaling.

They\'re now looking for a Customer Support Analyst with exposure to SQL to join their client support team. This is a brilliant opportunity for someone who enjoys problem-solving, working with data, and building strong client relationships in a modern tech environment.

Responsibilities

• Acting as the first point of contact for client queries and incidents
• Logging, prioritising and resolving support tickets in line with SLAs
• Troubleshooting issues and working closely with internal teams to find solutions
• Communicating clearly with clients via email, phone and video
• Supporting onboarding, training sessions and webinars
• Contributing to knowledge base articles and continuous improvement

Qualifications

• Experience with service desk tools (e.g. Zendesk, Jira, Freshdesk)
• Strong Excel skills and an interest in data (SQL is a bonus)
• Previous experience in technical support or software support.
• Clear communicator who can explain technical issues simply
• Naturally organised, detail-focused and calm under pressure
• Curious mindset with a willingness to learn and develop

Why it's worth a conversation

• Hybrid working (circa 3 days per week) with a great team culture
• Strong benefits package including healthcare, gym support and bonus perks
• Clear progression opportunities in a scaling tech business
• A supportive environment where your ideas and development genuinely matter

Up to £35,000 depending on experience.

To speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided or contact Chris Busby, Associate Director - IT Recruitment, at MCS Group

All conversations will be treated in the strictest of confidence.