Job Description
Reed Technology is working with an established SaaS company, currently seeking to hire a Support Analyst on a permanent basis.
Key Responsibilities:
- Provide first-line technical and customer support for the company’s SaaS platform
- Handle support requests via email, phone, and messaging channels
- Investigate software issues using monitoring/diagnostic tools
- Reproduce customer-reported issues and identify root causes
- Troubleshoot platform issues including user access, configuration, workflows, and system behaviour
- Collaborate with development teams to replicate issues and support resolution
- Assist in testing fixes and validating resolutions before release to customers
Required Skills & Qualifications:
- 2+ years of experience in a technical / application support role
- Experience using ticket management systems such as Zendesk
- Strong communication and customer service skills.
- Experience supporting SaaS software applications.
- Strong problem-solving and troubleshooting abilities
- Ability to manage multiple support requests and priorities effectively.
Benefits:
- Permanent contract.
- Salary up to £40.000 / year (DOE).
- Remote work
