First Line Support Analyst

Are you looking for your next step 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, which 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 their 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

• 1-2+ years experience in a First Line Support Role
• Excellent organisational and communication skills - customer service experience would be beneficial
• Strong attention to detail and experience solving technical problems