Product Support Analyst

Red Top Resources Ltd; Newbury; On-site; GBP 26,000 - 36,000; Full time

Job summary

Red Top Resources Ltd in Newbury is seeking a Software Product Support Analyst for a full-time, office-based role. The main purpose is to investigate and provide resolutions for user, technical and administrative issues across software products.

This role is customer-facing, with emphasis on quality and thoroughness. Candidate should have A-level or equivalent, some second-line software support experience, and familiarity with SQL, Java-based software, Google Workspace, or data/IT security would

Qualifications

• Educated to A level or equivalent with strong verbal and written communication.
• Experience in second-line software support is advantageous.
• Proficiency with SQL, Java-based software, automated testing, Google Workspace, or data/IT security is beneficial.
• Organised and thoughtful individual who is able to think logically and precisely.

Responsibilities

• Investigate and provide resolutions for user, technical and administrative issues.
• Support is second-line and customer-facing with emphasis on quality and thoroughness.

Skills

Second-line support

Customer-facing

SQL

Java

Google Workspace

Analytical thinking

Attention to detail

Education

A level or equivalent

Job description

Software Product Support Analyst

Software Product Support Analyst required for a small company which has been going for more than 30 years in central Newbury. This is a full-time, office-based position. The primary purpose of the role is to help improve software products by investigating and providing resolutions for user, technical and administrative issues with each system.

This role is fully customer facing and interacts with a variety of people with differing knowledge and skills. With relatively low levels of incoming queries, the emphasis is on quality and thoroughness rather than speed with the role developing according to the skills of the successful candidate, with plenty of opportunities for training and learning new skills.

Please note this role is based in Central Newbury (not far from the rail station), is 5 days a week in the office and free parking is not provided. The company is therefore keen to find someone who already lives within easy commuting distance of Newbury.

Skills and Qualities Required

• Educated to A level or equivalent standard with strong verbal and written communication.
• Previous experience of problem solving in a second-line software support role would be a distinct advantage. Experience of SQL, Java-based software, automated testing, Google Workspace, or data and IT security would also be beneficial, although not essential.
• Organised and thoughtful individual who is able to think logically and precisely.
• Naturally curious and enjoys learning & researching new things.
• Confident and amiable, with the ability to build rapport quickly.

Role Development

The successful candidate will build an understanding of the technical environments, software products, business processes and customer requirements which could lead to opportunities in project management, software development or pre-sales support.

If you meet the criteria above then we would very much like to hear from you.