Product Support Analyst

Product Support AnalystLocation: Chelmsford, Essex (Hybrid - 1 day per week onsite, remainder remote) Salary: Up to £25,000Reed Technology are working with a organisation who are looking to grow their dynamic team! As a Product Support Analyst, you''ll work with cutting-edge technology platforms within the London Market Insurance sector, gaining valuable experience to build a successful IT career. This role combines technical problem-solving with customer service, supporting an insurance claims platform and delivering exceptional user experiences.Key ResponsibilitiesProvide first-line application support via phone, email, and ITSM tools, ensuring timely resolution within agreed SLAs.Troubleshoot a wide range of issues, from password resets and system guidance to more complex queries, including API-related problems.Triage and prioritise service requests and incidents, balancing routine tasks with advanced application queries.Support onboarding activities, including account setup and access permissions.Deliver excellent customer service through clear communication and professionalism.Collaborate with team members and escalate issues when necessary.Maintain and enhance knowledge base documentation for recurring queries.Build familiarity with the low-code platform to assist in troubleshooting and provide informed context for escalations.Act as a subject matter expert (SME) for the system, developing core knowledge of its functionality and processes.We''re looking for someone ..... full job details .....