First Line Support Analyst

Are you looking for your next step as a in Tech Support?

This exceptional company are the leading provider of FoodTech in the UK. They support renowned brands to thrive in the market with their cutting-edge software, enables food manufacturers to create and optimise products, navigate complex regulations, and deliver excellence to supermarket shelves.

They are seeking a First Line Support Analyst to join their innovative team to ensure top-tier customer satisfaction at first contact.

You will play a crucial role in diagnosing, documenting, and resolving technical issues for different stakeholders, ensuring a smooth and seamless support experience. You will work closely with internal teams, including business analysts, developers, and quality assurance, contributing to the continuous improvement of our software and services.

Responsibilities

• Diagnose technical issues, determine root causes, and prioritise user requests.
• Develop and update support documentation, including wikis, user guides, and video tutorials, and maintain detailed logs of investigations, actions, and resolutions.
• Collaborate with internal teams throughout the Agile development process and escalate to second and third-line support when necessary.
• Verify software functionality to ensure high-quality releases.
• Contribute to quality assurance improvements through retrospectives and feedback sessions

All You Need

• 2:1 degree or above (or equivalent) in a Computer Science or related degree
• 2 years experience in a First Line Support Role (including placement or internship)
• Excellent organisational and communication skills - customer service experience would be beneficial
• Strong attention to detail and experience solving technical problems