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Product Support Analyst
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Product Support Analyst
Location: Central Newbury (Berks)
Company: Well-established small business
About the Role
Product Support Analyst required for the customer support and software testing team. The role involves dealing with incoming support enquiries and supplying resolutions - whether from personal knowledge of the system and its operation, or reproducing bugs and using the Jira system to assign to development for rectification, then test the fixes.
Key Responsibilities
- Phone, email, and portal-based support services Monday to Friday, 09:00 to 17:30, providing timely and accurate responses to customers, partners, and third-party organizations.
- Investigate user, technical, and administrative issues raised by customers, third parties, or colleagues.
- Liaise with colleagues and third parties as necessary to resolve issues.
- Write and maintain test plans and scripts for ad-hoc testing and for regular repeatable testing of products and bespoke developments.
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Ideal Candidate
- Someone who has a basic understanding of technology/coding but doesn't want to be a developer.
- Ability and appetite to learn about the product, how it 'hangs together', and enjoy problem solving.
Opportunities
The successful candidate will build an understanding of the technical environments, software products, business processes, and customer requirements which can lead to opportunities in project management, software development, testing, or pre-sales support.
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Requirements
- Previous experience of problem solving in a software/application support role will be a distinct advantage.
- Experience of SQL, Java-based software, automated testing, Google Workspace, or data and IT security would also be beneficial, although not essential.
Note: This role requires being on-site in central Newbury 5 days a week. We are also prioritizing candidates who are already based within easy commuting distance of central Newbury.
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