Product Support Analyst

We are working with a fast-growing, multinational software company who help some of the world’s largest companies decide what infrastructure to invest to maximise resources and money, through the use of their data analytics and optimisations tools.

They’re looking for a proactive Product Support Analyst, who enjoys the challenges of handling customer support in complex IT and business environments, coordinating client upgrades, writing support documentation, and leading training sessions. As a dedicated Support Engineer in their European team, you’ll become an expert with their product and cloud set up and help respond to customer queries and support issues.

You will be open to handling varied support requests from both clients and internal users and be the go-to team member for solving technical problems.

You’ll be joining a growing European team based across the U.K. Spain, Netherlands, France, Germany and Denmark and be a part of a wider global support team.

Key responsibilities:

• Handle customer questions and requests for English and German speaking clients
  
• Understand the functional aspects of their software and how it supports their customers’ business processes
  
• Coordinate upgrade efforts, working with clients to gather requirements, write specifications, and developing test scripts
  
• Act as the bridge between the client and the release team during client upgrades, including handling coordination, preparing test scripts, and liaising with internal extension and delivery teams.
  
• Participate in monthly calls with customers to discuss and follow up on ongoing questions, enhancement requests and business needs
  
• Delivering internal product training to new staff 
  

Requirements

• 2+ years in a support environment working with complex enterprise software applications
  
• Competent level of Excel for data manipulation, with strong analytical skills and the ability to identify trends and commonalities across large numbers of incidents
  
• Experience working with a software development teams (familiarity with bugs, features, release cycles, deployment, branching, etc.)
  
• You’re a great communicator, both verbally and written and business fluent in English and German
  
• You’re comfortable presenting. You enjoy delivering training material to internal and external audiences; hosting monthly check-in calls with customers.
  
• You’re multi-talented with flexibility and willingness to handle a wide variety of tasks
  
• You’re naturally curious and passionate about learning new information
  
• You enjoy troubleshooting and can get to the root causes in complex IT environments
  
• You’re proactive and feel comfortable working remotely
  
  
  

Benefits

• The company offer an excellent benefits package including:
  
• Salary - £30,000 to £40,000 per year
  
• 25 days holiday (plus public holidays and close down between Christmas and New Year)
  
• Flexible and fully remote working
  
• Healthcare
  
• Company bonus
  
• Share options scheme
  
• Strong career progression opportunities