Product Support Analyst

Product Support Analyst required for a well-established small business specialising in software solutions based in central Newbury, Berkshire. The role is within the customer support and software testing team, dealing with incoming support enquiries and supplying resolutions - whether from your personal knowledge of the system (training will be provided) and its operation, or reproducing bugs and using the Jira system to assign to development for rectification, then test the fixes. Each enquiry (approximately 5 a day) is typically quite complex, so requires thought and planning. Primary tasks include:

• Phone, email and portal-based support services Monday to Friday, 09:00 to 17:30, providing timely and accurate responses to customers, partners and third party organisations;
• Investigate technical and administrative issues raised by customers, third parties or colleagues;
• Liaise with colleagues and third parties as necessary to resolve issues;
• Write and maintain test plans, and scripts, for ad-hoc testing and for regular repeatable testing of products and bespoke developments. The successful candidate will build an understanding of the technical environments, software products, business processes and customer requirements which can lead to future opportunities in project management, software development, testing or pre-sales support. We are looking for a candidate who has the following qualities
• A problem solver
• A basic understanding and interest in technology and coding
• Has the ability and appetite to learn about a software product and how it 'hangs together'. Previous experience of problem solving in a software/application support role will be a distinct advantage. Experience of SQL, Software development, Software Testing, Google Workspace, or Data and IT Security would also be beneficial, although not essential. The role also requires out of hours support approximately one in every 6 weeks. Please also note this role requires being on-site in central Newbury 5 days a week. We are also prioritising candidates who are already based within easy commuting distance of central Newbury