TechnologyOne
Support Analyst - UK (12 month Fixed Term Contract)
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Support Analyst - UK (12 month Fixed Term Contract)
Support Analyst – UK (Hybrid)
About TechnologyOne
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, which is why we seek exceptional talent to join our team.
About the Role
As a Support Analyst in the UK, you will drive an exceptional support experience for our global customer base. This collaborative role involves taking ownership of customer queries, ensuring timely, thoughtful, and effective resolutions across the full customer lifecycle. Your customer-centric approach, combined with problem-solving skills, will ensure every interaction leaves a positive impact.
This hybrid position requires 3 days in-office at our London office per week and offers flexibility with an inclusive, diverse, and dynamic workplace at the heart of innovative enterprise SaaS solutions.
What You’ll Be Doing
Your responsibilities include:
- Resolving or escalating Level 1 support requests, including technical queries and customer issues
- Delivering outstanding customer experiences through professional, empathetic, and proactive interactions
- Monitoring Key Performance Indicators (KPIs) and escalating requests as needed to meet service-level agreements
- Keeping customers informed on request progress with transparency and clarity
- Analysing issues, identifying practical solutions, and documenting knowledge base articles to improve efficiency
- Provide technical and functional support while bridging the gap between customer needs and technical solutions
- Collaborate with cross-functional teams to improve service delivery and customer satisfaction
- Contribute to continuous improvement initiatives that enhance processes and streamline operations
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Key Responsibilities
- Serving as a customer support ambassador with a commitment to service excellence
- Adhering to defined support practices while proposing improvements to the support framework
- Working closely with technical, product, and sales teams to resolve customer challenges
- Embracing a proactive mindset focused on delivers genuine value
Your Talents & Experience
Essential
- Experience in Level 1 support, technical support, or implementation within a SaaS or enterprise software environment
- Strong customer focus, with a passion for delivering outstanding service and problem-solving
- Analytical thinking and ability to investigate, diagnose, and resolve complex issues
- Experience configuring enterprise SaaS platforms (preferably with Salesforce or similar)
- Ability to translate customer needs into technical solutions across functional and technical areas
- Precision and attention to detail to ensure reliability, quality, and measurable customer outcomes
- Strong communication skills, both written and verbal, with the ability to collaborate effectively across teams
- Familiarity with tools like JIRA and Confluence for issue tracking and documentation
Highly Regarded
- Practical experience with CRM, ERP, or similar enterprise software platforms
- Experience working in customer service teams, including role escalation procedures
Who We Are
At TechnologyOne, we are more than a leading ASX top 50 SaaS enterprise solutions company. We empower over 1,300 organisations across government, education, healthcare, and financial services by making their lives simpler and more efficient.
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For 38+ years, we’ve used innovative technology to help communities and businesses thrive. At TechnologyOne, your work makes a difference.
Benefits & Culture
Diversity & Inclusion
TechnologyOne is an Equal Opportunity Employer, committed to fostering a diverse, inclusive workplace. We welcome candidates from all backgrounds who share our mission to drive impactful change.
Team Culture
Our core values promote creativity, innovation, and an entrepreneurial spirit, with opportunities for professional growth and development.
** Vida at TechnologyOne**
An inclusive environment with enriching activities, such as charity foundations built into the company culture.
Why Join Us?
Competitive Benefits Package
- Competitive salary and cash compensation
- Hybrid/remote working options
- Expanded annual leave, including 1 extra week via our Purchase Leave program
- 4x salary life assurance (upgradeable via flexible benefits)
- Contributory pension scheme
- Employee Health cash plan
- £1,000 annual allowance for benefits platform (retail vouchers, gym memberships, etc.)
- Company Days and team-building activities
- Cycle to Work Scheme
- 2.5 foundation volunteer days paid annually
- Enhanced maternity/sickness pay
- Free LinkedIn Learning access
- Defined career framework with clear progression pathways
- Employee Share Plan participation
Join us and shape the future of enterprise technology. We’re not just hiring talent—we’re building a career that matters.
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