Junior Support Analyst

Ronald James Group; Newcastle upon Tyne; Sur place; GBP 26 000 - 36 000; Plein temps

Résumé du poste

Ronald James Group in Newcastle is seeking a Junior Support Analyst to assist customers with a specialist technology platform, analyse usage data and produce reports. The role combines technical troubleshooting with clear communication to resolve queries and guide users through features.

Ideal candidates hold a Computer Science degree or related discipline, are comfortable with Excel and IDEs, and can manage multiple priorities while delivering accurate results in a fast-paced environment.

Qualifications

• Degree in Computer Science or related discipline.
• Strong analytical skills with ability to produce structured reports/datasets.
• Excellent communication and interpersonal skills.
• Strong Microsoft Office skills, particularly Excel, Outlook and Word.
• Experience using Visual Studio Code or another coding IDE.
• Ability to manage multiple tasks and priorities.
• Comfortable working under pressure while maintaining accuracy.

Responsabilités

• Responding to customer queries via phone, email and chat.
• Taking ownership of client issues and coordinating escalations where required.
• Guiding users through platform features and functionality.
• Investigating and documenting product and technical issues.
• Producing structured reports on client activity and usage trends.
• Creating and maintaining FAQs and support documentation.
• Supporting client onboarding and user setup.
• Maintaining accurate client data.
• Gathering and communicating customer feedback internally.
• Maintaining error logs and contributing to continuous improvement.
• Building strong client relationships and understanding their data requirements.
• Supporting the development and maintenance of client data offerings.
• Completing technical questionnaires to support client compliance requirements.

Connaissances

Analytical

Communication

Excel/Outlook/Word

IDE experience

Multitasking

Working under pressure

Formation

Degree in Computer Science or related

Outils

Visual Studio Code

Description du poste

We’re working with a growing technology business based in Newcastle that is looking to add a Junior Support Analyst to its team. This is a great opportunity for a Computer Science graduate or someone early in their technical career who enjoys a combination of technology, data analysis, problem-solving and customer interaction. You’ll support customers using a specialist technology platform, helping to resolve queries, investigate issues and analyse platform usage. You’ll also work closely with internal Product, Technology and Customer Success teams. This role has shift patterns between 7:00am and 11:00pm.

What You’ll Be Doing

• Responding to customer queries via phone, email and chat
• Taking ownership of client issues and coordinating escalations where required
• Guiding users through platform features and functionality
• Investigating and documenting product and technical issues
• Producing structured reports on client activity and usage trends
• Creating and maintaining FAQs and support documentation
• Supporting client onboarding and user setup
• Maintaining accurate client data
• Gathering and communicating customer feedback internally
• Maintaining error logs and contributing to continuous improvement
• Building strong client relationships and understanding their data requirements
• Supporting the development and maintenance of client data offerings
• Completing technical questionnaires to support client compliance requirements

What They’re Looking For

• Degree in Computer Science or a related discipline
• Strong analytical skills with the ability to produce structured reports and/or datasets
• Excellent communication and interpersonal skills
• Strong Microsoft Office skills, particularly Excel, Outlook and Word
• Experience using Visual Studio Code or another coding IDE
• Ability to manage multiple tasks and priorities
• Comfortable working under pressure while maintaining accuracy

Previous experience within a support or customer-facing technical role would be beneficial.

Desirable Experience

It would be great if you also have exposure to:

• Client onboarding processes
• AI tools or AI-driven solutions
• Producing client-facing reports or dashboards