Support Analyst (CRM)

TL;DR

Support Analyst (CRM): Navigating incoming client calls and emails to solve problems and find bespoke solutions for arts and entertainment clients with an accent on CRM data optimization and hardware troubleshooting. Focus on guiding clients through data segmentation, maximizing software feature adoption, and resolving business-critical technical issues.

Location: Hybrid (London or Manchester, UK). Requires 10-20% office attendance.

Salary: £28,500 - £34,000 annually

Company

hirify.global provides CRM software specifically designed for the arts and entertainment sector.

What you will do

• Act as the first line of contact for software and hardware support via phone and email.
• Guide clients in using the CRM for tasks like customer data segmentation and promotional offers.
• Analyze and report on client data to help them achieve their business goals.
• Troubleshoot hardware issues including ticket printers, pin pads, and scanners.
• Identify opportunities for feature adoption and long-term consultative projects.
• Collaborate with internal specialists to deliver solutions and maintain system documentation.

Requirements

• Excellent interpersonal and communication skills for phone and written interaction.
• Experience in providing technical support or customer service.
• Must be based in the UK (London or Manchester area) for hybrid office attendance.
• Working knowledge of Microsoft Excel.
• Ability to handle urgent or business-critical client challenges.
• Logical mindset for solving complex problems and proficiency in time management.

Culture & Benefits

• Flexible working with support for WFH setup and travel stipends for commuting.
• 35 days of paid annual leave including bank holidays and a birthday day off.
• Learning budget and continuous development support from line managers.
• NHS top-up scheme for dental, optical, and other health-related costs.
• Pension scheme with matched contributions up to 4%.
• Enhanced Maternity, Adoption, and Shared Parental Leave.

Hiring process

• Initial stages: Review, screening call, and online skills assessment.
• Final stages: Two rounds of interviews leading to an offer.