Junior Product Support Analyst

Product Support Analyst Location: Chelmsford, Essex (Hybrid 1 day per week onsite, remainder remote) About the Role This is an exciting opportunity to launch your career in technology with a dynamic and growing team. As a Product Support Analyst, you ll be working on cutting edge technology platforms within the London Market Insurance sector, developing a strong foundation for a successful IT career. This role is a mix between technical and customer service supporting an Insurance Claims platform. Excellent communication skills are essential, as you ll be liaising directly with clients to deliver an outstanding customer service experience while supporting key technology platforms. Key Responsibilities Provide first-line application support by responding promptly and professionally to user queries via phone, email, and ITSM tool, ensuring all issues are tracked through to resolution within agreed SLAs. Troubleshoot a broad range of issues, from password resets and guiding users through system functionality, to more complex queries, including API-related issues. Triage and prioritise service requests and incidents, balancing routine tasks (e.g., password resets, account setup) with more complex application queries. Support onboarding activities by setting up user accounts, access permissions and providing introductory guidance on the platform. Deliver excellent customer service through clear communication, professionalism, and user support calls. Collaborate closely with team ..... full job details .....