Junior Product Support Analyst

Auriol Resource; Chelmsford; Hybrid; GBP 28,000 - 32,000; Full time

Job summary

A dynamic technology company based in Chelmsford seeks a passionate Product Support Analyst. This hybrid role offers the opportunity to work on innovative technology platforms in the Insurance sector. As a Product Support Analyst, you'll provide first-line support, troubleshoot user inquiries, and maintain excellent customer service standards. Ideal for school leavers or recent graduates with a technology background, this position emphasizes strong communication skills and a proactive learning attitude.

Qualifications

• Recent graduate or school leaver passionate about technology.
• Eager to learn and start a tech career.

Responsibilities

• Provide first-line application support for users via phone, email, and ITSM tool.
• Troubleshoot user queries and issues.
• Triage service requests and incidents efficiently.
• Support user onboarding activities.
• Deliver excellent customer service with professionalism.
• Collaborate with team members and escalate issues as needed.
• Maintain knowledge base documentation.
• Assist in troubleshooting using low-code platform knowledge.
• Act as subject matter expert (SME) for the system.

Skills

Strong communication and interpersonal skills

Interest in IT and technology

Problem-solving mindset

Ability to work under pressure

Proactive attitude

Education

Technology-related qualification (e.g., IT, Computer Science)

Job description

Product Support Analyst

Location: Chelmsford, Essex (Hybrid – 1 day per week onsite, remainder remote)

About the Role

This is an exciting opportunity to launch your career in technology with a dynamic and growing team.

As a Product Support Analyst, you’ll be working on cutting edge technology platforms within the London Market Insurance sector, developing a strong foundation for a successful IT career.

This role is a mix between technical and customer service supporting an Insurance Claims platform.

Excellent communication skills are essential, as you’ll be liaising directly with clients to deliver an outstanding customer service experience while supporting key technology platforms.

Key Responsibilities

• Provide first-line application support by responding promptly and professionally to user queries via phone, email, and ITSM tool, ensuring all issues are tracked through to resolution within agreed SLAs.
• Troubleshoot a broad range of issues, from password resets and guiding users through system functionality, to more complex queries, including API-related issues.
• Triage and prioritise service requests & incidents, balancing routine tasks (e.g., password resets, account setup) with more complex application queries.
• Support onboarding activities by setting up user accounts, access permissions and providing introductory guidance on the platform.
• Deliver excellent customer service through clear communication, professionalism, and user support calls.
• Collaborate closely with team members and elevate issues to the Helpdesk Manager when required, contributing to a strong team culture.
• Maintain and enhance knowledge base documentation to support resolution of recurring queries.
• Build a working knowledge of the low-code platform to assist in troubleshooting and provide informed context for escalations, while leaving complex development tasks to specialist developers.
• Act as a subject matter expert (SME) for the system, building core familiarity with its functionality and processes.

About You

We’re looking for someone who is passionate about technology, eager to learn, and ready to take their first step into a tech career.

You may be:

• A school leaver or recent graduate with a technology related qualification (e.g., IT, Computer Science etc.)

Essential Skills & Attributes

• Strong communication and interpersonal skills
• A genuine interest in IT and technology
• Problem-solving mindset and attention to detail
• Ability to work well under pressure and manage multiple priorities
• A proactive attitude and willingness to learn