Junior Software Support Analyst

TL;DR

Junior Software Support Analyst (SaaS): Providing technical support to customers and resolving software issues with an accent on diagnosing technical problems and building user relationships. Focus on replicating issues in test environments, delivering solutions within service levels, and enhancing product quality.

Location: Reading, UK (On-site/Hybrid)

Company

Leading developer of SaaS solutions for the government with a global presence across Australia, New Zealand, the USA, and the UK.

What you will do

• Diagnose customer issues and deliver effective technical solutions within agreed service levels.
• Build deep technical knowledge of software and related technologies using testing environments.
• Act as a trusted technical contact for customers, developing a strong understanding of their systems.
• Prepare reports and documentation during customer meetings to ensure high service delivery.
• Collaborate with colleagues to meet support targets and continuously improve team performance.
• Participate in internal projects and initiatives to enhance product quality and user experience.

Requirements

• Degree in Computer Science, Engineering, or a related field (or equivalent hands-on experience).
• Basic knowledge of Microsoft operating systems.
• Awareness of databases such as MySQL or SQL Server.
• Strong problem-solving skills and the ability to work independently.
• Proactive attitude and a strong eagerness to learn and develop.
• Clear and confident communication skills.

Culture & Benefits

• Structured career development programme and extensive learning resources.
• Hybrid working options to support work-life balance.
• Collaborative, open-plan office environment.
• Regular social events to connect with the team.
• Inclusive culture that values potential and diverse perspectives.