Technical Support Analyst

Technical Support Analyst £30,000 per annum Hybrid Leeds or Bradford Monday-Friday Flexible coverage between 8am-6pm We''re looking for a Technical Support Analyst to join our growing SaaS environment and provide high-quality technical and application support to our customers. This is a customer-facing technical support role where you''ll be the first point of contact for customers experiencing issues with our applications. You''ll investigate problems, provide clear guidance and work closely with Engineering, Product, Account Management and IT Service Delivery to ensure issues are resolved effectively. If you enjoy troubleshooting, working with customers and getting to the root cause of problems, this could be a great opportunity to develop your technical support career within a growing SaaS business. What you''ll be doing Act as the first point of contact for customers requiring technical support Investigate, diagnose and troubleshoot application-related issues Log, manage and track customer queries and incidents through Jira Service Management Provide clear, professional guidance on product functionality, usability and troubleshooting Take ownership of customer issues and ensure they are progressed through to resolution Escalate more complex technical issues to Engineering and Product teams Work collaboratively with internal teams to identify and resolve recurring issues Create and maintain knowledge base articles and customer-facing documentation Work within agreed SLA ..... full job details .....