Technical Support Analyst

First Things First - What We Can Offer You

• A generous annual leave entitlement plus a personal leave entitlement
• Private Health Insurance
• Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances)
• Life Insurance
• Company pension scheme, with 5% employer contribution
• Generous Parental Leave Program
• Home Office Allowance
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
• Talent Referral Programme – get rewarded for referring a friend to join our team!
• Cyclescheme, a salary sacrifice to treat yourself to a bike & equipment
• Home & Tech Scheme, a salary sacrifice to treat yourself to some new tech
• A discounts and cash back scheme
• Flexible working environment
• Casual dress and relaxed office environment
• Happy hours and office games
• Opportunities for career progression and development
• Diverse training & internal networking opportunities across all of our product lines
• Check out our website for more about working at Simpro Group https://www.simprogroup.com/uk/company/careers#positions

The Job

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Our Technical Support Analysts (Tier 3) act as the final escalation point for complex technical issues, responsible for triaging, investigating, and facilitating the resolution of challenging bugs and technical problems for our end customers (i.e. users of our Software)
We are seeking an experienced technical support professional, who is experienced at the above, ideally in a SaaS environment.

What You’ll Do

- Manage and prioritize a high volume of inbound support tickets. Triage bug reports, directing them to the appropriate development teams for resolution.
- Follow up proactively on open issues, ensuring no critical bugs are overlooked.
- Perform in-depth analysis to confirm and replicate reported bugs.
- Document bugs thoroughly, providing comprehensive details to enable efficient resolution by developers.
- Collaborate with internal teams, including Customer Support, Development staff, to deliver the best solution for the customer.
- Provide insights and recommendations to improve support processes and documentation.
- Communicate effectively with various internal and external stakeholders, including Customer Support, Customer Success, Sales, and Senior Management. Provide reports, insights and progress updates.
- Maintain up-to-date knowledge of our products and systems to provide expert-level support.

What You’ll Bring

- 1+ years of experience in a support role, preferably in a SaaS or Software environment.
- Strong problem-solving skills and ability to troubleshoot complex technical issues.
- Excellent communication skills, both written and verbal.
- Proficiency in using ticket management systems (e.g., Jira) and communication tools (e.g., Slack).
- Ability to work independently and manage time effectively in a fast-paced environment.
- Customer-oriented mindset with a focus on delivering high-quality support.
 

Core values required of all Simpro, AroFlo, BigChange & ClockShark employees:

We Are One Team

We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel welcome and offer equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.  

If you'd like to join a fun and progressive organisation, where there are opportunities to develop your career, please apply now with your CV and covering letter.

Please note: no agencies will be accepted in the recruitment of this role. Any CVs provided to Simpro Software by agencies will be treated as a gift.