SaaS Support & Problem Management Specialist (Hybrid)

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

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