SaaS Software Support Analyst

Mexa Solutions LTD; Poole; Hybrid; GBP 24,000 - 36,000; Full time

Benefits offered by this job

Hybrid work model

Office in Poole

Job summary

Mexa Solutions LTD in Poole, Dorset, is seeking a SaaS Software Support Analyst to join our hybrid team. You will handle ongoing SaaS issues, investigate recurring problems and work with Support, Product and Project teams to improve service delivery.

You'll bring experience in Application/Software Support or technical customer support, familiarity with ITIL, and ability to analyse service data. Expect collaboration with technical colleagues, ownership of incidents and the chance to influence

Qualifications

• Experience in a technical, customer-facing environment with a focus on service quality.
• Ability to investigate and explain technical issues clearly to customers and colleagues.
• Familiarity with incident, problem and change management concepts.

Responsibilities

• Application / software support for ongoing customer issues on the SaaS platform.
• Identify trends and help drive recurring software issues toward resolution.
• Review monitoring data and produce useful customer service reports.

Skills

Analytical thinking

Customer focus

Problem ownership

Communication

Education

ITIL Foundation

Tools

Jira

Zendesk

BI tools

Scripting

Job description

SaaS Software Support Analyst

Up to £36,000 Poole, Dorset Hybrid, 4 days per week in the office

You've spotted the recurring issue. Now you want the chance to do something about it.

You know how frustrating it is when the same software problem keeps coming back. For the customer. For the support team. And for you.

This role gives you the opportunity to follow those issues through, understand their wider impact and work with the people who can help put them right.

If you have a background in Application Support, Software Support or technical customer support, and enjoy investigating what sits behind a ticket, this could be your next move.

You'll join an established technology business whose software supports transport and ticketing services across the UK. Working alongside Support, Product and Project teams, you'll help keep customer services reliable and drive improvements to how they're delivered.

What's in it for you?

• Up to £36,000 salary
• Hybrid working, with 4 days per week in the Poole office
• Ownership of issues, with the opportunity to influence longer-term improvements
• Broader experience across Problem Management, reporting and customer onboarding
• Close collaboration with technical teams and Product Managers
• The chance to develop your skills within an established ITIL environment

What you'll do

You'll look at how customers' software services are performing, where problems are developing and what needs attention.

Some days, that means analysing recurring incidents and taking ownership of Problem records. Others, you'll review monitoring and capacity data, prepare customer service reports or follow up with colleagues to keep outstanding actions moving.

Your work will include:

• Application / software support for ongoing customer issues on the SaaS platform
• Identifying trends and helping drive recurring software issues towards resolution
• Reviewing monitoring tools and service data to spot risks and opportunities
• Producing and presenting clear, useful customer service reports
• Helping Product Managers understand customer concerns and their business impact
• Working with Support teams to keep key products running efficiently
• Supporting customer onboarding and the transition of new services into day-to-day support

You'll need to be comfortable asking questions, joining the dots and following through.

What you'll bring

You'll have experience in a technical, customer-facing environment, ideally within an ITIL-based team, and understand the importance of incidents, problems, SLAs and service quality.

We're looking for someone who can:

• Investigate problems and make sense of service data
• Explain technical issues clearly to customers and colleagues
• Use Excel confidently and produce accurate reports
• Prioritise work against customer SLAs
• Take ownership and keep actions moving through to completion
• Spot the detail without losing sight of the customer's experience

Application Support or Software Support experience would be particularly useful. Experience with BI tools, Jira, Zendesk, Problem or Change Management, or scripting would also be a bonus.

Could this be your next step?

You might currently be an Application Support Analyst, Software Support Analyst, Product Support Analyst, Technical Support Analyst or Senior Service Desk Analyst.

Equally, you could come from Service Management, Service Operations, Problem Management or Service Delivery.

Whatever your title, you enjoy understanding how technology affects customers and want more involvement in improving the service they receive.

Interested?