Senior Technical Support Analyst

Gladstone; Crowmarsh Gifford; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Senior Technical Support Analyst to join their innovative team. This role is pivotal in delivering exceptional customer service and technical support for a comprehensive software product range. You will engage directly with customers, ensuring their queries are resolved while actively contributing to continuous improvement initiatives. The ideal candidate will possess a strong technical background, particularly in development languages such as C# and SQL, and have a passion for customer satisfaction. This position offers a hybrid working model, allowing for flexibility while being part of a dynamic team committed to making a positive impact in the health and leisure sector.

Benefits

25 days annual leave

10 days rolling sick plan

Pension 5% EE and 4% ER

Life Assurance 4x base salary

Private Health Insurance

Employee Share Purchase Scheme

Personal Travel Insurance

Cycle to Work scheme

Electric/Hybrid Vehicle scheme

Discounted gym membership

Qualifications

• Experience in development languages like C#, .NET, and JavaScript.
• Strong knowledge of SQL and technical support experience.

Responsibilities

• Provide hands-on software maintenance and support for customers.
• Investigate and resolve service calls and incidents.

Skills

C#

.NET

JavaScript

SQL

IIS

Azure

APIs

Technical Support

Customer Service

Job description

Senior Technical Support Analyst

THE GLADSTONE WAY

At Gladstone, our purpose is a simple one - we’re here to make the UK fitter and healthier through innovating and developing end to end technology solutions for the health and leisure industry.

Great People

This philosophy would not be possible without a team of great people. We champion growth from within and create an environment for individuals to challenge themselves to grow and develop further than they may have thought possible.

POSITION

Gladstone is a highly commercially focused and customer obsessed organisation and this is an exciting position that plays right at the heart of that.

You will be responsible for:

1. Providing “hands on” software maintenance and support to our customers across the Gladstone Software product range (training will be provided).
2. Investigating and resolving service calls and incidents, providing resolutions to software defects.
3. True case/customer ownership - owning the customer query until it is resolved, keeping the customer informed throughout.
4. Liaising with other departments and suppliers if you need more information to support the customer.
5. Contributing fully to best practice and continuous improvement activities.
6. Feeding new ideas and features for our software into our R&D department.
7. Maintaining accurate remote access/support documents and customer records.
8. Involvement in projects and virtual teams.
9. Contributing to the collation of reports or management information.
10. Reactively and proactively support our customers on all products.
11. Driving your own development so your knowledge is always up to date.
12. You may be asked to provide on call/out of hours support (additional payments apply).

JOB QUALIFICATIONS:

1. Understand the principles of running applications in IIS.
2. Understand the principles of cloud computing particularly Azure.
3. Experience of development languages such as C#, .NET, JavaScript and strong knowledge or experience of SQL.
4. Excellent technical knowledge of the latest Windows operating systems.
5. Experience working in a technical support environment.
6. Experience within a software management company and knowledge of the leisure industry would be advantageous.
7. Experience of APIs would be an advantage.

Your personal characteristics will include:

1. A quick learner with an enquiring mindset.
2. Previous experience in providing exceptional customer service.
3. Basic understanding of Hosted environments.
4. Excellent communication skills.
5. Excellent personal and interpersonal communication skills.
6. The ability to work under pressure.
7. Experience in retail, identity management, and registration solutions.
8. Experience of database integrations to third party solutions is desirable.

ADDITIONAL INFORMATION

LOCATION

1. Hybrid, with an expectation of a minimum of 2 days per week in the office.
2. The position is based in the UK.

BENEFITS

1. 25 days annual leave.
2. 10 days rolling sick plan.
3. Pension 5% EE and 4% ER.
4. Life Assurance 4x base salary.
5. Private Health Insurance.
6. Option to join the CSI Employee Share Purchase Scheme.
7. Personal Travel Insurance.
8. Cycle to Work scheme.
9. Electric/Hybrid Vehicle scheme.
10. Discounted gym membership.
11. Discounted high street retailer scheme.

OUR DEIB COMMITMENT

We actively seek to create an environment where all employees feel valued, heard, and empowered to contribute their best work.