Remote Client Support Analyst – Tech Troubleshooter

Sprint Innovations Ltd.

Greater London

Hybrid

GBP 35,000 - 52,000

Full time

11 days ago

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Benefits offered by this job

Bupa health insurance option / cash

22 days’ holiday + bank holidays

Fast progression for high performance

Job summary

Sprint Innovations Ltd. is seeking a Client Support Analyst for our remote team. You will be the trusted first point of contact for clients, take ownership of support requests, and investigate issues across web applications, APIs, data and production environments.

This role requires you to understand client goals, ask effective questions, reproduce problems and collaborate with developers for code or infrastructure changes. AI-assisted tools may help but won’t replace your expertise.

Qualifications

Strong experience providing professional software/SaaS support.
Clear written and verbal communication.
Methodical troubleshooting with evidence gathering.
Ability to diagnose client needs, not just reported issue.
Experience using ticketing/issue-tracking systems.
Ability to prioritise by impact and urgency.
Ownership and follow-through.
Ability to work independently and know when to involve specialists.
Ability to evaluate information from client, logs or AI outputs.
Real examples of managing expectations and handling disagreement constructively.
Calm, organized, professional during incidents.

Responsibilities

Act as a professional and dependable first point of contact for client support requests.
Record, categorise and prioritise issues based on their impact, urgency and the needs of the client.
Ask effective diagnostic questions and translate client descriptions into clear technical information.
Resolve appropriate issues directly and escalate effectively when development or infrastructure work is required.
Keep clients informed with clear, accurate and timely updates throughout an investigation.
Monitor open requests, follow up on outstanding actions and take ownership through to resolution.
Test fixes and confirm that they address the original problem without introducing unintended behaviour.
Create and maintain support documentation, troubleshooting guides and internal knowledge articles.
Identify recurring problems and work with the team to improve the software, documentation and support process.
Support software releases and help investigate production incidents when required.
Use AI tools appropriately, verify their output and protect client data, credentials and proprietary information.
Contribute to team learning and the continuous improvement of our client support practices.