Customer Support Analyst

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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
• 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

The Job

As 1st line support, you’ll be the professional friendly voice of BigChange, providing world-class customer service, troubleshooting, and technical support. We’ll rely on you to listen to our customers and use your technical expertise, creativity, and passion to meet and exceed their expectations. You’ll share your expert knowledge for BigChange products and services as you build relationships with customers and colleagues. A simple How do I, coaching a customer through a more complex requirement, or troubleshooting a technical challenge, you’ll help save someone’s day.

Location: Leeds, LS15

What You’ll Do

• Troubleshoot and diagnose hardware and software issues efficiently.
• Take ownership of customer issues from initial report to resolution, coordinating with multiple teams and platforms while providing timely updates.
• Prioritize and manage a busy ticket workload effectively.
• Ensure accurate and complete details are captured to avoid delays in issue investigation.
• Act as a first point of escalation—identifying trends, flagging wider issues, and escalating when necessary.
• Work independently while remaining mindful of team requirements and collaboration.
• Stay up to date with fast-paced app rollouts and system updates.
• Utilize available tools, including screenshots and screen-sharing, to better understand customer reports.
• Consistently meet and exceed KPIs.
• Mentor, upskill, and share knowledge with team members and the wider business.
• Advocate for customers, ensuring their needs and concerns are addressed effectively.
• Support customers with training, troubleshooting, and requests.
• Provide prompt, clear, and accurate responses within SLA.
• Build strong relationships with customers, colleagues, and suppliers.
• Assess and understand customer needs to deliver exceptional service.
• Handle personal data and confidential information responsibly, maintaining security, integrity, and compliance at all times.
• Report security, data protection, and health & safety incidents promptly and cooperate in resolution.
• Ensure company-assigned and personal devices used for work comply with security policies and acceptable usage guidelines.

What You’ll Bring

• IT Support / Technical Support: Prior experience in troubleshooting and resolving software issues, preferably in a fast-paced environment.
• Helpdesk / Ticket Management: Familiarity with IT service management (ITSM) tools like Zendesk, ServiceNow, Jira, Salesforce or Freshdesk for tracking and resolving customer issues.
• Application & Software Support: Experience supporting SaaS applications, mobile apps, or enterprise software platforms.
• Remote Troubleshooting: Ability to diagnose and resolve issues remotely using screen-sharing, logs, and diagnostic tools.

Customer-Focused Skills:

• Ability to explain technical concepts to non-technical users in a clear and friendly manner.
• A proactive approach to investigating issues and proposing effective solutions.
• Experience in roles that require strong customer engagement, handling complaints, and ensuring customer satisfaction.
• Ability to juggle multiple tickets, prioritize urgent issues, and meet SLAs.

Preferred Additional Experience:

• Prior experience working in a high-pressure, fast-growing, or agile environment where adaptability is key.
• Understanding of field service management software, CRM platforms, or SaaS-based solutions would be a plus.
• Certifications like ITIL, CompTIA A+, or Microsoft certifications can be beneficial.

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.