Support Analyst - UK

TechnologyOne; Greater London; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Remote and hybrid working options

Enhanced annual leave

4 x salary life assurance

Contributory pension scheme

Employee Health cash plan

Life-long learning via LinkedIn

Employee Share Plan

Job summary

TechnologyOne is seeking a Support Analyst in the UK to support our Student Management product, delivering exceptional customer service and handling inquiries end-to-end.

You will work in a hybrid model from its Paddington, London office, collaborating with technical and customer-facing teams to triage, troubleshoot and resolve issues while developing knowledge and contributing to continuous improvement.

Responsibilities

• Owning and resolving assigned product-related customer issues and questions in a timely manner.
• Understanding customer use cases, perform troubleshooting, and provide alternate solutions to customer issues.
• Creating knowledge base articles improves first call resolution and helps customers self-serve.
• Providing a compelling customer experience on every customer interaction to make our customers feel valued and important.

Job description

TechnologyOne is on a mission to build and deliver truly great products and services that transform business and make life simple for our customers. The ongoing support and care of our customers is pivotal to our success, and that's why we need you.

As a Support Analyst supporting our Student Management product in the UK, you will play a key role in delivering an exceptional support experience for our customers. Working as part of a collaborative and high-performing team, you will take ownership of customer queries and issues, providing timely, thoughtful and effective support across the full customer lifecycle.

This is a varied and rewarding role where you will work closely with technical and customer-facing teams to triage, investigate and resolve issues. You will bring a strong customer focus, sound technical judgement and a passion for finding practical solutions that make a real difference.

As an ambassador for customer support, your professionalism, problem-solving ability and commitment to service excellence will help ensure every customer interaction is a positive one.

This role is offered on a hybrid working arrangement, with a requirement to work from our Paddington, London office three days per week. Please also note, we're unable to provide visa sponsorship for this role. Applicants must therefore have permanent and unrestricted right to work in the UK.

What you'll be doing…

As a Support Analyst, you will be the primary contact for our customers to ensure a great experience post-product onboarding.

• Owning and resolving assigned product-related customer issues and questions in a timely manner.
• Understanding customer use cases, perform troubleshooting, and provide alternate solutions to customer issues.
• Creating knowledge base articles improves first call resolution and helps customers self-serve.
• Providing a compelling customer experience on every customer interaction to make our customers feel valued and important.
• Experience supporting enterprise software, ERP systems, or other complex business applications would be highly regarded but is not essential.
• Customer-centric - as a customer service professional, you have a passion for delivering an exceptional customer experience. You thrive on taking a solution-based approach when analysing and resolving customer issues.
• Strong analytical and problem-solving skills, with the ability to troubleshoot issues and identify practical solutions.
• Someone who enjoys working with people, is committed to providing outstanding customer service, and is eager to learn and develop their skills.
• A proactive mindset, with a focus on continuous improvement and delivering value to customers

Why Join us?

TechnologyOne is proud to be an Equal Opportunity Employer who values diversity and an inclusive workplace. We aim to recruit a diverse range of people with a diverse range of talents to help us deliver on our mission to better our community.

Our core values and culture unleash the boundless potential of creativity, innovation and the entrepreneurial spirit within our people.

When you experience Life at TechnologyOne you'll see that our team enjoys an extensive array of benefits, including foundation charity activities, which all cultivate a vibrant workplace our people are very proud to be involved with.

• Competitive remuneration package
• Remote and hybrid working options as standard
• Enhanced annual leave offering
• Up to 1 week of additional leave via our Purchase Leave program
• 4 x salary life assurance (as standard - can be upgraded via our flex-bens)
• Contributory pension scheme
• Employee Health cash plan funded by the business (as standard - can be upgraded via our flex-bens)
• £1,000 per annum spend within our benefits platform
• Company Days and off-site team building days
• Cycle to Work Scheme
• Enhanced Maternity pay
• Enhanced Sickness absence pay
• Free LinkedIn Learning - professional development platform with access to thousands of courses for TechnologyOne employees (full access licence)
• Defined career framework - know what options you have in your career path and how you can get there
• Access to our industry leading Employee Share Plan

Who we are…

At TechnologyOne (ASX: TNE), we're more than Australia's largest top 50 ASX enterprise SaaS company; we're a team driven by purpose!

Our global SaaS ERP solution powers over 1,300 leading organisations, including government, education, health, and financial services. We take full responsibility for delivering outcomes - reducing time, cost, and risk; therefore, our customers can focus on what matters most.

For over 38 years, we've been helping communities and organisations thrive by making life simple through innovative technology. Ready to make a real difference? Join us and help shape the future of enterprise technology while building a career that matters.