SaaS Technical Support Analyst | Customer-Focused Pro

BPM Tech; Leeds, Bradford; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Hybrid work

Job summary

BPM Tech is seeking a Technical Support Analyst to join our growing SaaS environment in a hybrid role based in Leeds or Bradford. You will be the first point of contact for customers, investigating issues and guiding them through resolutions while collaborating with Engineering and Product teams.

Ideal candidates will have experience in technical or software support, strong troubleshooting, and excellent communication.

Qualifications

• Experience in technical support or software support in a SaaS environment.
• Strong troubleshooting and problem-solving abilities.
• Excellent written and verbal communication skills.
• Experience with ticketing or service management systems.
• Knowledge of SQL and databases.
• ITIL knowledge would be beneficial.

Responsibilities

• Be the first point of contact for customers requiring technical support.
• Investigate, diagnose and troubleshoot application issues.
• Log, manage and track customer queries in Jira Service Management.
• Provide clear guidance on product functionality and troubleshooting.
• Escalate complex issues to Engineering and Product teams.
• Create and maintain knowledge base articles.
• Work within SLA and KPI targets.
• Identify opportunities to improve support processes.

Skills

Technical support

Troubleshooting

Customer service

Communication

Jira Service Management

SQL basics

Software environment

Team collaboration

Tools

Jira Service Management

Job description

BPM Tech is seeking a Technical Support Analyst to join our growing SaaS environment in a hybrid role based in Leeds or Bradford. You will be the first point of contact for customers, investigating issues and guiding them through resolutions while collaborating with Engineering and Product teams.

Ideal candidates will have experience in technical or software support, strong troubleshooting, and excellent communication.