AgileGrid Solutions
Technical Support Analyst
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About The Company
BPM Tech is a forward-thinking technology company specializing in providing innovative SaaS solutions to a diverse range of clients across various industries. Our commitment to excellence and customer satisfaction has positioned us as a trusted leader in the software development and support sector. With a focus on continuous improvement and cutting-edge technology, BPM Tech prides itself on fostering a dynamic and inclusive work environment where talented professionals can thrive and make a meaningful impact. Our team is dedicated to delivering high-quality products and services that enhance operational efficiency and drive business success for our clients.
About The Role
We are seeking a dedicated and technically skilled Technical Support Analyst to join our expanding SaaS environment at BPM Tech. In this customer-facing role, you will be the primary point of contact for clients experiencing issues with our applications. Your main responsibility will be to investigate, diagnose, and resolve application-related problems efficiently, ensuring a seamless experience for our users. Working closely with internal teams such as Engineering, Product, and IT Service Delivery, you will play a vital role in maintaining high customer satisfaction and continuous service improvement. This role offers an excellent opportunity for individuals passionate about troubleshooting, problem-solving, and delivering exceptional customer service within a vibrant SaaS organization.
Qualifications
The ideal candidate will possess a combination of technical expertise and strong communication skills. Relevant qualifications and experience include:
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- Previous experience in technical support, application support, or a similar customer-facing technical role
- Proficiency in troubleshooting and problem resolution methodologies
- Strong written and verbal communication skills, with the ability to explain technical issues clearly and professionally
- Experience working with ticketing or service management systems, preferably Jira Service Management
- Basic knowledge of SQL and database management
- Experience within a SaaS or software environment is highly advantageous
- ITIL knowledge or certification is beneficial but not mandatory
- Excellent attention to detail, organizational skills, and a proactive approach to ownership of issues
- The ability to work independently while collaborating effectively with cross-functional teams
Responsibilities
The successful candidate will be responsible for a range of duties designed to ensure excellent support and customer satisfaction. These include:
- Serving as the initial point of contact for customers requiring technical assistance with our SaaS applications
- Investigating, diagnosing, and troubleshooting application-related issues to determine root causes
- Logging, managing, and tracking customer queries and incidents using Jira Service Management or similar tools
- Providing clear, professional guidance on product functionality, usability, and troubleshooting steps
- Taking ownership of customer issues, ensuring they are progressed and resolved within agreed SLAs and KPIs
- Escalating complex technical issues to Engineering and Product teams when necessary
- Collaborating with internal teams to identify recurring issues and implement proactive solutions
- Creating and maintaining comprehensive knowledge base articles and customer-facing documentation to facilitate quick resolutions
- Participating in continuous improvement initiatives to enhance support processes, documentation, and overall customer experience
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Benefits
Joining BPM Tech offers numerous benefits designed to support your professional growth and work-life balance. These include:
- A competitive salary of £30,000 per annum
- Hybrid working environment based in Leeds or Bradford, providing flexibility and convenience
- Monday to Friday working pattern with flexible hours between 8am and 6pm to accommodate personal commitments
- Opportunities for career development within a rapidly growing SaaS organization
- Exposure to a wide range of technical areas including application troubleshooting, databases, and service management
- A collaborative and inclusive company culture that values innovation and continuous learning
- Supportive team environment with opportunities to contribute to process improvements and customer success initiatives
Equal Opportunity
BPM Tech is committed to fostering an inclusive and diverse workplace. We are an equal opportunity employer and do not discriminate based on race, gender, age, religion, sexual orientation, disability, or any other protected characteristic. We believe that a diverse team enhances our creativity, innovation, and overall success, and we welcome applications from individuals of all backgrounds who are passionate about technology and customer support.
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