Software Support Analyst

R13 Recruitment are on the search for an IT Software support professional to join a growing tech business during a period of exciting growth. This is a brand-new opportunity to join an established support team due to ongoing growth, providing technical assistance to customers for a bespoke software, supporting clients across the UK.

You'll be responsible for handling incoming support requests, investigating issues and guiding customers through solutions across phone, email and chat channels. It's a great opportunity for someone with previous technical support experience who enjoys problem-solving, communicating with customers and developing their technical knowledge within a specialist software environment.

The Company

An established technology business specialising in software solutions, development and technical support. Working with a range of professional services clients, the business combines technical expertise with a strong focus on customer service and long-term relationships.

Your Benefits

• Hybrid working, with three days working from home.

• Two days per week in the office following initial onboarding.

• Initial training and ongoing technical development.

• Opportunity to work closely with an in-house development team.

• Further progression opportunities as your experience develops.

• 25 days holiday + bank holidays + birthday off

• Pension scheme

• Car parking

The Day to Day

• Providing technical support to customers across a specialist software platform.

• Managing incoming queries through phone, email and chat functions.

• Logging, prioritising and resolving support tickets.

• Investigating software issues and identifying appropriate solutions.

• Supporting Microsoft-based systems and Azure environments.

• Explaining information clearly to customers with varying levels of technical knowledge.

• Liaising with internal developers to investigate and resolve more complex issues.

• Carrying out system administration and configuration tasks where required.

• Maintaining accurate records and keeping customers updated.

• Identifying recurring issues and contributing to service improvements.

• Supporting software updates, releases and testing activities.

You Will Have

• At least two years' experience in a technical support role (software-based).

• Experience supporting software, applications or business systems.

• Knowledge of Microsoft technologies and Azure.

• Strong troubleshooting and problem-solving abilities.

• Excellent communication skills, both written and verbal.

• The ability to explain technical concepts to non-technical users.

• Confidence managing multiple queries and prioritising workloads.

• A customer-focused approach and a genuine interest in helping others.

• Familiarity with ticketing systems such as Halo would be beneficial.

How to Apply

To hear more details about this opportunity, please email your CV to Rebecca Headden – Business Partner at R13 Recruitment. If you do not hear from us within 5 working days of submitting your CV, please assume you have been unsuccessful on this occasion.

For candidates applying from outside the local region, please include a brief covering note outlining your relocation plans, current location, and anticipated timeframe for moving. Applications without this information may not be considered further