Product Support Analyst

Product Support Analyst Join a fast-growing SaaS business helping organisations strengthen their cyber security awareness through smart technology, training and analytics. You''ll play a key role in delivering a brilliant customer experience, solving technical issues and supporting a product used by a rapidly growing customer base. A note to applicants, they are also open to considering this role on a part time basis so if you are considering this, please feel free to apply and message Hannah Clarke directly informing of the interest in this role on a part time basis. Role Overview: Location: Leeds/Hybrid. 2-3 days per week in the office. Package: £26,000-£28,000 depending on experience Industry: Cyber Security / SaaS What You''ll Be Doing: Act as the first point of contact for customers needing product support across phone and email. Diagnose and resolve technical queries quickly, with a strong focus on achieving high first-line resolution rates. Take ownership of customer issues from initial contact through to resolution, ensuring communication stays clear throughout. Work closely with the Product team when more complex technical problems need investigation or escalation. Help create and maintain useful product documentation, making it easier for customers to find answers and self-serve. Deliver a consistently high standard of service and contribute to an excellent overall customer experience. Main Skills Needed: At least 1 year of experience within product ..... full job details .....