Junior Technical Support Analyst

Summary

Join the Customer Support team at hyperexponential as a Junior Technical Support Analyst to deliver outstanding support to customers, manage Jira Service Desk, and develop technical knowledge. The ideal candidate is enthusiastic, empathetic, organized, and a strong communicator with excellent analytical and problem-solving skills.

Requirements

• 1-2 years of experience in a technical support role would be ideal or technical degree level education
• Excellent analytical and problem-solving skills
• Strong communication and interpersonal skills
• A proven understanding of technical concepts and the drive to continue learning
• Familiarity with customer support tools and software, including Jira Service Desk. or similar tools is a bonus

Responsibilities

• Utilise our Jira Service Desk to manage and streamline customer support requests, providing timely and accurate responses
• Develop a passion for and in-depth understanding of our SaaS platform to effectively assist customers and provide valuable insights to the product development team
• Act as a customer advocate within the organisation, communicating customer feedback and insights to relevant teams for continuous improvement
• Be part of our on call out of hours and over weekends support rota. Helping ensure efficient and effective handling of urgent customer issues outside of our core hours
• Supporting with high-risk or out-of-hours customer changes, to help ensuring a smooth and controlled process with effective and appropriate client communication
• Create and help maintain clear and comprehensive documentation for troubleshooting guides, and FAQs
• Help identify opportunities to improve the efficiency and effectiveness of support processes and workflows, with the goal of ensuring timely and effective issue resolution

Benefits

• Competitive salary + very staff-friendly share options
• ��5,000 for individual and group training and conference budget
• 25 days’ holiday plus 8 bank holiday days (33 in total)
• Company pension scheme via Penfold
• Mental health and therapy provision via Spectrum Life
• Individual wellbeing allowance via Juno
• Private healthcare insurance through AXA
• Top-spec equipment (laptop, screens, mechanical keyboards, etc)