Software Support Analyst

Software Support Analyst  

Peterborough 

£25,000 to £30,000 

Do you possess a passion for customer service, coupled with a forward-thinking mindset? Are you in pursuit of a fulfilling career, not just a job? 

If you bring a background in excellent customer experience and IT support and are looking to take the next steps into the world of IT, this role could be just for you! With a drive to establish yourself in our leading EPOS and Ticketing technologies, our role not only offers a platform to refine your existing skills but also provides tailored training to elevate your technical proficiency and expertise within the position. 

If you're ready to chart a path towards professional growth and success, this role could be the perfect fit for you! 

Who are we? 

The HBP Group is the number one choice for many businesses across the UK looking for reliable, award-winning business technology. Providing a range of services including local IT Support, Accounts software and EPOS solutions. We offer our customers a range of the best market-leading products and services to streamline complex business processes and increase efficiency. We have 3 offices including our head office in Scunthorpe, an office in Hull and another office in Peterborough. 

The Role 

Based in our vibrant Peterborough office, we're thrilled to present you with a fantastic opportunity to become a crucial part of our award-winning customer experience team. Our mission? Delivering top-tier Epos and Ticketing software solutions to hundreds of delighted customers! 

You'll join an exceptional team renowned for their unparalleled product expertise and customer service prowess. Together, we form a united front dedicated to providing our customers with not just support, but technical mastery and an unforgettable, personable experience. 

The right candidate will have a relentless drive for continual development with the resolve to dig deep into queries in order to find and deliver results to our customers. Multi-tasking is an ever present requirement, so be prepared to join a fast paced, dynamic and driven role. 

As a multi-accredited software powerhouse, we're setting the bar high in the industry, and we're on the lookout for our next team member to join our ranks. This isn't just a role; it's your golden ticket to be a driving force in our relentless pursuit of software excellence. 

Responsibilities 

Within this role, some of the key areas you will be responsible for are: 

• Responding to incoming phone calls and emails whilst maintaining our customer SLA’s 

• Providing excellent customer service and technical clarity to our customer base. 

• Maintaining records of customer interactions and changes. 

• Ensuring tickets are resolved to a high standard, getting to the root cause of the issues proactively. 

• Contribute towards team and company strategies, goals, and targets. 

• Carrying out customer data fixes and ensuring this is compliant with audit requirements. 

• Being aware of and abiding by GDPR Regulations, treating customer data with care and sensitivity. 

• Assisting with small projects for customers such as moving the application to a new server, bite-size training, imports, and report writing. 

• Attending and contributing in team coaching sessions & customer handovers 

• Creating customer-facing content that may include Help sheets, Videos, Training Guides, and Webinars 

• Continual personal development and training including continual product / legislative development. 

Knowledge & Experience 

To be a successful Software Support Analyst you will possess the following: 

Essential 

• At least 1 year helpdesk experience/ticketing system experience 

• Basic Windows network troubleshooting experience 

• Strong Windows Operating System knowledge 

• Software installation experience 

• Excellent communication skills including Experience writing and maintaining documentation. 

• Excellent customer service 

• Structured problem-solving skills, with great ability to troubleshoot and diagnose issues quickly. 

• Able to work as part of a team or on your own 

Desirable 

• AAT Level 2 qualification or equivalent (or significant accounting / business & finance knowledge) 

• Application Support experience 

• SQL Server experience 

• ITIL Knowledge/Qualifications 

• MTA/MCP Qualifications 

Why work for us? 

Here at the HBP Group we are passionate about our business and our customers, and believe our people are our most valuable asset. Driven by our commitment to creating a great place to work for all our staff, we are always looking for ways to improve our employee experience. 

Accredited to The Living Wage Foundation, we are a Real Living Wage Employer.

That’s why it’s a great time to join The HBP Group… As we continue our successful journey with exciting and achievable growth plans, we want to focus not only on our overall commercial objectives but creating a great working environment for our staff to thrive. 

That’s why we are looking for people who are passionate, trustworthy, and forward-thinking to join our team. 

So, on top of the normal benefits, we think some of the amazing reasons to join us are: 

• 28 days of holiday, plus bank holidays = 36 days holiday total! – Prorated for part time employees. 

• Option to sell back holiday* 

• Salary Sacrifice Pension Scheme* 

• A pro-active team of staff and this includes a Mid-Year and Year End Appreciation Party. We also have a number of themed office days including for Pancake day and also to support our chosen charities. 

• A friendly inclusive environment across the whole office – we really are a great bunch! 

• Enhanced Maternity Pay * 

• Enhanced Paternity Pay * 

• Enhanced Bereavement Leave, with our “Time to say goodbye leave” 

• Free lunches 

• Casual business dress code (with option to choose from our free workwear wardrobe selection) 

• Christmas Thank You Bonus * 

• Support and guidance from your very first day! 

• Tailored Training Plans to support success in your role. 

• Personal Development Plans to support career advancement. 

• On-site parking 

• Company Sick Pay * 

• Wellness activities 

• Salary Sacrifice Electric Car Scheme* 

• Salary Sacrifice Bike to Work Scheme* 

• Salary Sacrifice Child Care Vouchers 

• Hybrid Working*  

• Length of service eligibility criteria

If you think you fit the description above and you like the sound of what we have to offer…then this could be a great opportunity for you to join a growing, well-established business and progress your career. 

Closing Date: