Product Support Analyst

Red Top Resources; Newbury; On-site; GBP 26,000 - 38,000; Full time

Job summary

Red Top Resources in Newbury is seeking a Product Support Analyst to handle customer inquiries and support requests, with focus on understanding the product and resolving issues through knowledge and debugging.

The role involves working within a customer support and software testing team, with opportunities to learn how the product integrates across environments and potentially progress into project management or development later.

Qualifications

• Experience of problem solving in a software/application support role.
• Basic understanding of technology / coding.
• Willingness to learn about the product and how it ‘hangs together’.
• Candidate must be on-site in central Newbury 5 days a week.

Responsibilities

• Provide phone, email and portal-based support Mon–Fri, 09:00–17:30.
• Investigate user and technical issues raised by customers or colleagues.
• Liaise with colleagues and third parties to resolve issues.
• Write and maintain test plans and scripts for ad-hoc and repeatable testing.

Skills

Problem solving

Learning ability

Customer focus

Team collaboration

Tools

SQL

Java

Automated testing

Google Workspace

IT security basics

Job description

Product Support Analyst required for a well established small business based in central Newbury (Berks). The role is within the customer support and software testing team, dealing with incoming support enquiries and supplying resolutions - whether from (eventually) personal knowledge of the system and its operation, or reproducing bugs and using the Jira system to assign to development for rectification, then test the fixes.

This is not a traditional fast paced customer support role. There is a relatively low volume of enquiries with each enquiry often being complex. An ideal candidate is likely to be someone who has a basic understanding of technology / coding but doesn't want to be a developer and also has the ability and appetite to learn about the product, how it 'hangs together' and enjoy problem solving.

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

Primary tasks include (all are subject to receiving appropriate training):

• Phone, email and portal based support services Monday to Friday, 09:00 to 17:30, providing timely and accurate responses to customers, partners and third party organisations;
• Investigate user, technical and administrative issues raised by customers, third parties or colleagues;
• Liaise with colleagues and third parties as necessary to resolve issues;
• Write and maintain test plans, and scripts, for ad-hoc testing and for regular repeatable testing of products and bespoke developments.

Previous experience of problem solving in a software/application support role will 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.

Please note this role requires being on-site in central Newbury 5 days a week. We are also prioritising candidates who are already based within easy commuting distance of central Newbury.