Technical Support Analyst

Our software house, nestled in the charming town of Witney, is renowned for delivering cutting-edge solutions that revolutionize businesses. We pride ourselves on our innovative culture, collaborative environment, and commitment to customer excellence. We are seeking a proactive and skilled Technical Support Analyst to join our dynamic team and help us continue our journey of growth and innovation.

Key Responsibilities

- Provide exceptional technical support to our clients, addressing and resolving software-related issues via phone, email, and chat.

- Diagnose, troubleshoot, and resolve technical problems in a timely and efficient manner.

- Collaborate with the development and QA teams to identify, replicate, and report software bugs and issues.

- Document and maintain detailed records of support interactions, including troubleshooting steps and resolutions.

- Assist in the creation and maintenance of user guides, FAQs, and other support documentation.

- Participate in software testing and quality assurance activities to ensure high-quality product releases.

- Provide feedback to the development team on recurring issues and suggest improvements to enhance the user experience.

- Stay up-to-date with the latest software updates, features, and industry trends.

Qualifications

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Minimum of 2 years of experience in a technical support or similar role, preferably within a software environment.

- Strong understanding of software applications, operating systems, and networking concepts.

- Excellent problem-solving and analytical skills, with the ability to think on your feet and resolve issues quickly.

- Outstanding communication and interpersonal skills, with a customer-focused approach.

- Ability to work independently and as part of a team in a fast-paced, dynamic environment.

- Proficiency in using support ticketing systems and remote desktop tools.

Preferred Skills

- Experience with specific software products or solutions offered by our company.

- Knowledge of scripting languages or automation tools.

- Certifications such as CompTIA A+, ITIL, or Microsoft Certified: Azure Fundamentals.

What We Offer

- Competitive salary and benefits package.

- Opportunities for professional development and career growth.

- A supportive and collaborative work environment that values creativity and innovation.

- Flexible working hours and a healthy work-life balance.