Senior Support Analyst

JR United Kingdom; Wellingborough; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Senior Support Analyst to join their dynamic team. This role involves providing top-tier support for clients, mentoring junior analysts, and ensuring excellence in service delivery. You will engage with various software platforms, tackle complex issues, and contribute to product improvements. With a focus on client satisfaction, this position offers a collaborative environment where your analytical skills and problem-solving abilities will shine. Join a forward-thinking company that values continuous improvement and client service excellence.

Benefits

Extensive on-the-job training

Support and development opportunities

Qualifications

• 3+ years in customer-facing application support or technical support.
• Strong analytical skills for diagnosing web-based software issues.
• Experience mentoring junior team members.

Responsibilities

• Provide second and third-line support for client queries.
• Mentor support analysts and guide best practices.
• Coordinate incident responses and manage ticket lifecycles.

Skills

Customer-facing application support

Analytical and problem-solving abilities

SQL for data analysis

Effective communication skills

Mentoring junior colleagues

Experience with ticketing systems

Collaboration across teams

Exposure to agile development

Tools

Zendesk

Freshdesk

Jira

Azure

Job description

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Location: London & Wellingborough Based – Flexible / Office Location / Remote

Job Type: Full-time

About the Company:

Based in central London & Wellingborough and operating throughout the UK and internationally, Food Alert is a leading food safety and health & safety consultancy. Our clients span many sectors including retail, leisure and education, but hospitality is where our expertise and passion lie. We work with some of the UK’s most innovative, exciting and high-profile restaurants, hotels and pub groups such as Brewdog, The Ivy Collection, Dishoom, Citizen M, and Harbour Hotels.

We are also part of The Citation Group whose portfolio of companies proudly deliver compliance support services to more than 45,000 clients. Our mission is to be the company that colleagues and clients want to work for and with.

Key Responsibilities

As a Senior Support Analyst, you’ll act as a senior member within the client support function, providing third and second-line support and acting as a key escalation point for complex or high-impact issues. You will not have direct line management responsibilities, but will be expected to guide and mentor team members, helping to develop best practices and a culture of continual improvement.

Your responsibilities will include:

• Act as a senior escalation point for client support queries and incidents across our software platforms.
• Mentor and support first-line and second-line support analysts by guiding best practices, troubleshooting approaches, and prioritization techniques.
• Provide Out of Hours Support on a rota basis
• Ensure timely and effective communication with clients, particularly in high-pressure or sensitive support cases.
• Work closely with the Product and Engineering teams to identify recurring issues and feed into the product improvement backlog.
• Contribute to and improve internal documentation, FAQs, and knowledge base articles to enable efficient issue resolution.
• Lead by example in managing ticket lifecycles within SLAs, ensuring quality, consistency, and customer satisfaction.
• Coordinate incident responses, including root cause analysis and reporting.
• Champion service excellence and help shape a positive, client-focused support culture.

Skills & Experience

• Minimum of 3 years' experience in a customer-facing application support or technical support role.
• Strong analytical and problem-solving abilities with experience diagnosing issues across web-based software platforms.
• Proficiency with ticketing systems (e.g. Zendesk, Freshdesk, Jira, or similar).
• Strong experience in SQL for data analysis and issue investigation.
• Clear and effective communication skills, both verbal and written.
• Proven experience working across internal teams to resolve client issues.
• Experience mentoring junior colleagues or coaching team members.
• Familiarity with hospitality or foodservice industries.
• Exposure to software lifecycle and agile development environments.
• Experience with cloud-based applications or infrastructure (Azure).
• Awareness of ISO audit or compliance processes.

Personal Attributes

• Passionate about delivering excellent client service.
• Calm under pressure and capable of managing multiple priorities.
• Naturally collaborative with strong interpersonal skills.
• Detail-oriented and methodical in approach to issue resolution.
• Self-starter with a drive for continuous improvement.

What Do You Get In Return?

• Extensive on-the-job training, support, and development opportunities.