Client Support Analyst

Our business has grown by 20-30% a year ever since it was created.  What started as a consultancy delivering outstanding process improvements to our clients has evolved to be a multi-disciplinary offering that creates outstanding solutions that continue to deliver value year after year.

We have seen demand for our software products and solutions substantially increase over the last three years and as a result are investing in a Software Engineering Team.  We therefore also need a trusted support team to support this growing practice. The Client Support Analyst is a crucial part of the team and as our customer and installation base grows so must the team supporting it.

The Client Support Team are a relatively new team in Newton that plays a key role in ensuring the solutions created by our Software Engineering Team are successfully implemented, supported and managed for our clients. The clients the team engages with are ones that Newton will have already worked closely with to tackle their biggest challenges. The role client of Client Support Analyst is to respond to incidents, change requests and proactive monitoring to address the challenges impacting the client solutions. As a member of the team, they will mentor the junior members and assist the Client Support Team Lead in their continual improvement of Client Support.

The Client Support Analyst will initially act as the first point of contact for our customers experiencing issues with solutions provide by the Newton Software Engineering Team.  Customer service is key to this role, and the Client Support Analyst will need to seek to fully understand the needs of the customer and have a real desire to help them get to a successful conclusion.

Key responsibilities:

• Able to mentor more junior team members on the products that the Software Engineering Team have created from both a user and technical perspective
• Working with the Client Support Team Lead to continuously improve the Incident and Service Request Management Process for the Client Support Team
• Act as the first point of escalation for more complex/technical issues and mentor more junior team members in their resolution
• Working with the Client Support Team Lead to agree on, and monitoring of SLAs between Newton and the client
• Building relationships with the Software Engineering Team
• Building relationships with the clients paying for the Support Service
• Ensuring that required levels of training, handover, and both support and technical documentation have been provided to or created by the Client Support Team
• Being seen as a client advocate and challenging the Software Engineering Team in their design and development decisions to ensure the product is the best it can be
• Driving continual improvement within the practices of the Client Support Team
• Lead by example in owning your own personal development

You’ll be a high calibre individual, with exceptional levels of personal drive and eagerness for personal development. An analytical mind, coupled with strong communication skills and a positive attitude are essential to fit into the Newton culture. You’ll have previous experience in a similar role or can demonstrate a passion for supporting customers through technology.

The successful candidate will also have the following:

• Excellent customer service skills.  A real passion and desire to help people and to have the drive and tenacity to own issues from start to finish.  To be able to manage escalations and work with multiple stakeholders

• An excellent approach to problem solving.  To have detective like skills and take a positive approach to understand and solve even the most complex problems. To be able to mentor more junior members on their investigations
• Proactive and consistent in their approach to work and will drive improvement in their areas of responsibility and beyond
• A desire to work as part of a collaborative team and play a key role in helping drive that team forward
• The ability to prioritise their own work and that of their team to deliver the best possible customer service and ensure that the customer always comes first
• A passion for technology and desire to learn about new systems and tools
• Experience in ITIL best practices
• Experience in supporting bespoke software
• Experience in supporting cloud infrastructure and hardware
• Experience in query languages such as SQL and KQL
• Experience in Power BI and the languages used M query and DAX
• Awareness of programming languages such a Python and C#
• Experience in or awareness of software requirements gathering
• Experience in or awareness of software development
• Experience in managing 3rd party supplier relationships

Newton maximises the potential of our people, whether in client-based consulting roles, or in head office functions. The prospects for career and personal development in this role are no exception. Our business continues to grow, through our historically effective organic recruitment model and in addition our recent acquisitions and commitment to international expansion. This business growth, alongside our continual striving to add more value from every function of the business creates significant opportunities for those with the right capabilities and attitudes.

Supporting you starts from day one. New joiners often highlight the Newton energy and support they first encounter in the recruitment process and that continues through into their time at Newton. Once in role, you’ll get support from several sources – from stretching projects, on-the-job feedback and developmental guidance from senior leaders. You’ll have a dedicated and consistent Development Manager to support your career progression. You’ll receive regular appraisals and annual pay reviews.

We offer a highly competitive salary (£40,000 - £45,000) and our generous benefits package includes Life Assurance, Income Protection, pension contributions and 27 days holiday (not including bank holidays). We also operate a profit share scheme so that our people share in the success of the business. The profit share bonus is based on company performance and typically paid out in March and September.

Joining us also brings many social benefits. We have a full social calendar with Spring activity days, Christmas events, a 2-day Summer event and 4 Newton-sponsored weekends a year.