Senior Technical Support Analyst

Gladstone; Wallingford; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A dynamic organization in health technology is looking for a Senior Technical Support Analyst to provide hands-on software maintenance and support. This role involves resolving service calls, ensuring customer satisfaction, and contributing to continuous improvement. The ideal candidate has strong technical skills, customer service experience, and the ability to work under pressure. This position offers a competitive benefits package and opportunities for career growth in a hybrid work environment.

Benefits

25 days annual leave

Life Assurance 4x base salary

Private Health Insurance

Discounted gym membership

Qualifications

• Experience in a software management company and knowledge of the leisure industry would be advantageous.
• Experience in a technical support environment.
• Experience with database integrations to third-party solutions is desirable.

Responsibilities

• Providing hands-on software maintenance and support to customers.
• Investigating and resolving service calls and incidents.
• Owning customer queries until resolved and keeping them informed.
• Liaising with other departments for customer support.
• Contributing to best practice and continuous improvement.

Skills

Understanding applications in IIS

Cloud computing, particularly Azure

C#, .NET, JavaScript, strong SQL knowledge

Technical knowledge of Windows operating systems

Exceptional customer service

Interpersonal skills

Education

MCP qualification

Tools

APIs

Job description

Overview

Senior Technical Support Analyst

THE GLADSTONE WAY

It's not WHAT we do, it's WHY we do it!

At Gladstone, our purpose is a simple one - we’re here to make the UK fitter and healthier. We do that through innovating and developing end to end technology solutions for the health and leisure industry so they can support more of their customers be more active, more often.

Great People

This philosophy is possible because of a team of great people. We’re looking for the best talent to join Gladstone and we champion growth from within, creating an environment for individuals to challenge themselves, grow, seize opportunities and develop beyond what they thought possible. We invest in our talent as the future leaders of our business and industry. We’re large enough to make an impact but small enough that our people can collaborate easily, try new ways of working, and prioritise things that make it easier for our customers and the organisation to be commercially stronger.

Constantly Challenging

We are a thought leader for the market, challenging norms and perceptions to remain at the cutting edge of technology. We pride ourselves on innovation in our software and solutions to influence and drive industry needs.

Win-Win

We focus on solutions and services that enable our customers to achieve their goals. By supporting customers in growing revenues, improving processes, reducing overheads and driving participation, they will deliver business outcomes and we will remain a key strategic partner.

POSITION

Gladstone is a commercially focused and customer-obsessed organisation. This is an exciting position that sits at the heart of that approach.

Your responsibilities

• Providing hands-on software maintenance and support to customers across the Gladstone Software product range (training provided). This is reactive and proactive support. The role could support one or both of our Customer Support teams.
• Investigating and resolving service calls and incidents, providing resolutions to software defects. Gather information from customers to understand queries/issues and resolve them using knowledge and excellent customer service.
• Owning customer queries until resolved, keeping the customer informed (verbal and written) and meeting SLAs and KPIs focused on quality, value, satisfaction and speed.
• Liaising with other departments and suppliers for information to support the customer and expedite resolutions, keeping the customer informed.
• Contributing to best practice and continuous improvement to enhance service and efficiency.
• Feeding new ideas and features to the R&D department and identifying knowledgebase article candidates.
• Maintaining accurate remote access/support documents and customer records, including product documentation reflecting enhancements and software changes.
• Participating in projects and virtual teams to improve support across products and releases for better customer experience.
• Assisting in reports/management information and identifying trends in cases to escalate to the Team Leader.
• Gaining deep knowledge and SME status across products/services to support customers.
• Driving personal development and mentoring others to share knowledge and upskill.
• On-call/out-of-hours support on a rota basis (7am-9am / 7pm-11pm weekdays, weekends and bank holidays). Additional payments apply.

JOB QUALIFICATIONS

• Understand the principles of running applications in IIS.
• Understand cloud computing, particularly Azure.
• Experience with development languages such as C#, .NET, JavaScript and strong SQL knowledge.
• Excellent technical knowledge of the latest Windows operating systems.
• Experience in a technical support environment; IT-based or MCP qualification would be advantageous.
• Experience in a software management company and knowledge of the leisure industry or Gladstone products would be advantageous.
• Experience with APIs would be an advantage.

Your personal characteristics

• A quick learner with an enquiring mindset; full product-specific training will be given.
• Previous experience delivering exceptional customer service and direct customer communication.
• Basic understanding of hosted environments.
• Excellent communication skills, especially over the phone, and ability to explain issues clearly in writing and verbally.
• Strong interpersonal skills to interact with various teams and build relationships.
• Ability to work under pressure.
• Experience in retail, identity management, and registration solutions.
• Experience with database integrations to third-party solutions (e.g., access control, follow-me print management, vending, payment gateways) is desirable.

WHY GLADSTONE?

• Be part of a dynamic and innovative global organisation.
• Competitive compensation and benefits package.
• Opportunities for career growth within our expansive portfolio.
• Collaborative environment that champions diversity, equity, and inclusion.

WHAT OUR EMPLOYEES SAY

See what our employees say about us in the highlights video from our Jonas Annual Business Awards 2023 and 2024.

ADDITIONAL INFORMATION

LOCATION

• Hybrid, with an expectation of a minimum of 2 days per week in the office.
• Position based in the UK.

BENEFITS

• 25 days annual leave
• 10 days rolling sick plan, including extended illness pay
• Pension 5% EE and 4% ER (increases after 3 years to max 6%)
• Life Assurance 4x base salary
• Private Health Insurance
• Option to join the CSI Employee Share Purchase Scheme
• Personal Travel Insurance
• Cycle to Work scheme
• Electric/Hybrid Vehicle scheme
• Discounted gym membership
• Discounted high street retailer scheme

DEIB & FLEX WORKS CULTURE

We are committed to diversity, equity, inclusion and flexible working practices. We encourage applications from diverse backgrounds and offer flexible working options where possible. We cannot guarantee every request but we vow not to judge applicants for asking.

OUR COMPANY

Business Unit: Gladstone Software

Scheduled Weekly Hours: 37.5

Number of Openings Available: 1

Worker Type: Regular

Company Site: gladstonesoftware.co.uk